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Complaints procedure

We take your concerns seriously and are committed to resolving them fairly

Last Updated: January 2024

Our commitment to you

At NUEVOBANCO we strive to provide excellent service to all our customers. However, we understand that sometimes things can go wrong. When this is the case, we want to hear from you so that we can rectify the situation and improve our services.

This procedure describes how to file a complaint and what you can expect from us during the process.

How to file a claim

You can file a complaint through any of the following channels:

Email

complaints@nuevobnks.online

We aim to acknowledge receipt within 24 hours

Phone

+33 1 XX XX XX XX

Monday-Friday: 9:00 a.m. - 6:00 p.m. CET

Online form

Via your online banking portal

Available 24/7 for registered users

Post

NUEVOBANCO Complaints Department
123 Main Street
98000 Paris, France

What to include in your claim

To help us effectively investigate your complaint, please provide:

  • Your full name and contact details
  • Your account number (if applicable)
  • A clear description of your complaint
  • What went wrong and when it happened
  • How you would like us to resolve the problem
  • Any relevant documentation or correspondence

Our claims process

1

Acknowledgment of receipt

We will acknowledge your complaint within 24 hours of receipt and provide you with a reference number.

2

Investigation

We will fully investigate your complaint, which may include:

  • Reviewing your account history
  • Listening to call recordings
  • Discussion with relevant staff members
  • Review of relevant policies and procedures
3

Resolution

We aim to resolve all complaints within 15 working days. If we need more time, we will keep you informed of our progress.

4

Final answer

We will send you a detailed written response explaining:

  • The result of our investigation
  • Any action we have taken or will take
  • Your rights if you remain dissatisfied

Response times

Type of complaint Target resolution time
Simple requests 5 working days
Standard complaints 15 working days
Complex claims 35 working days
Exceptional circumstances 60 working days*

* We will let you know if we need additional time and explain why

If you are not satisfied

If you are not satisfied with our response, you have the right to escalate your complaint to:

Financial mediator

You can contact the Financial Mediator if:

  • We have sent you our final response and you remain dissatisfied
  • More than 60 days have passed since you filed your claim

Contact details :
Website: www.financial-ombudsman.eu
Email: contact@financial-ombudsman.eu
Phone: +33 800 XXX XXX

Your rights

  • Be treated fairly and with respect throughout the process
  • Receive clear information about our complaints process
  • Have your complaint handled confidentially
  • Receive a written response to your complaint
  • Escalate your complaint if you are not satisfied

Our promise to you

  • We will handle your complaint fairly, impartially and promptly
  • We will keep you informed throughout the process
  • We will learn from complaints to improve our services
  • We will not charge you for filing a claim

Contact of the complaints department

Claims Manager
Email: complaints@nuevobnks.online
Phone: +33 1 XX XX XX XX
Address : NUEVOBANCO Complaints Department, 123 Main Street, 98000 Paris, France

Office hours:
Monday - Friday: 9:00 a.m. - 6:00 p.m. CET
Closed on weekends and public holidays

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