Have we let you down?
We will endeavour to be fair and reasonable whenever a person is dissatisfied with our service or products. However, if you feel we have let you down, you have the right to complain.
How to make a complaint
Contact any member of staff if you are dissatisfied with the customer service received. However, if you would like to make an official complaint or if a complaint cannot be immediately resolved a complaints form will be issued or can be downloaded by clicking here. Write a brief summary of the complaint and hand it to a member of staff, email, send through the Nivo app or post to:
54 Manchester Road
A copy of our complaints policy will be issued upon request.
What happens next?
We aim to acknowledge your complaint within three days of receipt and resolve your complaint within a maximum period of eight weeks.
If you are still not happy
If you have been taken through our internal complaints procedure and you are dissatisfied with the final response, you can take your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Services
The Financial Ombudsman Service (FOS) has been set up to provide consumers with a free and independent service to resolve disputes with financial providers.
Before you can take your complaint to the FOS you must have first tried to resolve your complaint using the internal complaints procedure.
To contact the Financial Ombudsman Service:
Financial Ombudsman Service
The PCCU ‘Member Charter’ PDF is available in different formats on request.