Complaints Policy

Complaints Policy

Our Commitment

At Nuventra Limited, we are committed to treating every customer fairly, respectfully and professionally.

We understand that, from time to time, things may not go as expected. When this happens, we welcome feedback and complaints as an opportunity to put things right and improve the service we provide.

Nuventra Limited is currently progressing an application for FCA authorisation. Whilst authorisation is pending, Nuventra Limited is not currently FCA authorised. We have adopted complaint handling, customer care and vulnerability standards aligned with recognised industry best practice.

• Listening carefully to concerns raised
• Treating customers with dignity and respect
• Investigating complaints fairly and objectively
• Communicating clearly and transparently
• Supporting customers who may require additional assistance
• Learning from complaints to improve our services

What Is A Complaint?

A complaint is any expression of dissatisfaction regarding our service, staff, communications, actions or failure to act where a response or resolution is expected.

Complaints may be made by customers, authorised representatives, solicitors, debt advisers or family members acting with appropriate authority.

How To Make A Complaint

You can contact us using any of the following methods:

Email:
customer@nuventra.co.uk

Post:
Nuventra Limited
Cohav House
17 Aviation Way
Southend-on-Sea
Essex
SS2 6UN

Telephone:
Telephone number to be confirmed.

If you require additional assistance due to health, accessibility or personal circumstances, please let us know and we will do our best to support you.

How We Handle Complaints

When a complaint is received we will:

1. Acknowledge your complaint promptly.
2. Review all relevant information.
3. Conduct a fair and impartial investigation.
4. Keep you informed if further time is required.
5. Provide a written response explaining our findings and any actions we intend to take.

Where possible, we aim to resolve complaints within five working days. More complex matters may require additional investigation, but we will keep you informed throughout the process.

Vulnerable Customers

Nuventra Limited recognises that some customers may be experiencing circumstances that make dealing with financial matters more difficult.

Where vulnerability is identified, we will communicate sensitively, make reasonable adjustments where appropriate, allow additional time where needed, consider alternative communication methods and permit authorised third-party support where appropriate.

Further information is available in our Vulnerability Support Policy.

Complaint Recording & Monitoring

All complaints are recorded and reviewed to help us identify trends, improve customer outcomes, enhance service quality, improve staff training and strengthen internal processes.

Complaint information is retained securely in accordance with our Privacy Policy and Data Protection & UK GDPR Policy.

Staff Training

Our team receives training in complaint handling, customer service, vulnerability awareness, fair customer treatment, data protection and confidentiality. Training is reviewed regularly to ensure standards remain high.

Continuous Improvement

Complaints help us understand where improvements can be made. We regularly review customer feedback, internal processes, communication standards, accessibility considerations and staff development requirements.

Our goal is to continuously improve the customer experience and support positive financial outcomes.

Contact Details

Nuventra Limited
Company Number: 16516640

Registered Office:
20 Wenlock Road
London
N1 7GU

Trading Address:
Cohav House
17 Aviation Way
Southend-on-Sea
Essex
SS2 6UN

Email: customer@nuventra.co.uk
ICO Registration: Application Pending
FCA Status: Authorisation Application in Progress

Last Updated: June 2026