Understanding circumstances, communicating clearly and treating customers fairly.
Nuventra Limited believes that every customer situation should be considered on its own merits. We understand that financial circumstances can be influenced by a wide range of personal, economic and unexpected factors.
Our role is to engage with customers professionally, communicate clearly and consider individual circumstances when discussing account resolution.
We aim to create a constructive environment where customers feel able to engage openly and access appropriate support where needed.
No two customers are the same. Circumstances can change due to employment, health, family commitments, rising living costs or other life events.
Before considering potential solutions, we encourage customers to share any information they believe may be relevant to their situation. This helps us better understand their circumstances and identify suitable options.
We believe customers should always have access to clear and accurate information.
Our communications aim to explain:
We aim to communicate in a professional, respectful and straightforward manner.
Where appropriate, we will discuss realistic and sustainable options that take account of a customer's circumstances.
Our objective is not simply to seek payment, but to understand whether support, flexibility or alternative arrangements may be appropriate.
Some customers may require additional support due to health conditions, financial hardship, bereavement, caring responsibilities or other personal circumstances.
Where appropriate, we will consider reasonable adjustments, alternative communication methods and additional time to help customers engage with us effectively.
Further information is available within our Financial Difficulty and Vulnerability Support pages.
Every customer should be treated professionally, respectfully and consistently.
Information should be clear, accurate and easy to understand.
Individual circumstances should be considered wherever appropriate.
We regularly review our processes, communications and customer outcomes to identify opportunities for improvement.
Nuventra Limited is currently progressing an application for FCA authorisation.
Whilst authorisation is pending, we have adopted customer care, vulnerability and complaint-handling standards aligned with recognised industry best practice.
Our aim is to provide fair customer treatment, clear communication and practical support that helps customers engage constructively with account resolution.