How to raise a complaint, and what happens next.
Node (a trading name of Kew Property Finance Ltd) is committed to providing products and services of the highest standard. If for any reason you feel you are not entirely satisfied with any aspect of our service, please let us know straight away. We are also a member of NACFB and adhere to their Code of Practice.
Our complaints process will investigate your complaint competently, diligently and impartially.
We aim to resolve all complaints as quickly as possible, considering all available evidence, the circumstances, and any relevant laws or regulations. We will keep you regularly updated and discuss our findings with you.
We will contact you within three working days to let you know we are considering your complaint. If we can resolve it within that time, we will send you a Summary Resolution Communication — written confirmation that you made a complaint and that we now consider the matter resolved.
Where we can't resolve a complaint within three working days, we will issue an initial response letter outlining the circumstances. We aim to respond to all complainants within four weeks, and have up to eight weeks from receipt of your complaint to investigate and provide our final response. If it takes longer than eight weeks, we will update you on progress and explain why.
Once we have fully investigated and reached a decision, we will write to you with our final response — a detailed letter explaining what we found, what we plan to do, and how we reached our decision.
If you are unsatisfied with the outcome of our investigation, our final response letter will explain that you may have the right to refer your complaint to the Financial Ombudsman Service within six months of the final response being issued.
The Ombudsman cannot generally consider a complaint referred more than six months after our final response, redress determination or summary resolution communication, or more than six years after the event complained of (or, if later, three years from when you became aware, or ought reasonably to have become aware, that you had cause for complaint). We will indicate in our communication whether we consent to waive these time limits where applicable under the Financial Conduct Authority's Dispute Resolution rules.
Where we identify that a third party may be solely or jointly responsible for matters raised in a complaint, we will forward the complaint to the relevant party without delay, and notify you by final response letter that we have done so. Where we are jointly responsible, we will investigate and respond on the element relating to us.
Depending on the circumstances, you may also be able to refer a complaint to the Financial Ombudsman Service, the ICO, or the NACFB. The NACFB suggest trying to resolve the complaint directly with us in the first instance; they have no powers or sanction relating to compensation.
Kew Property Finance Ltd (trading as Node)
34 Springbank Close
Farsley
LS28 5EW
Phone: 03301 33 11 43
Email: rob@node-finance.co.uk
Complaints Manager: Robert Kewley
If you are not satisfied with how we dealt with your complaint, or with our decision, you may be able to contact the Financial Ombudsman Service (FOS), provided the complaint concerns a regulated activity or you fall within the classification of an "eligible complainant".
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Consumer helpline: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000
Email: complaint.info@financial-ombudsman.org.uk