When you choose Norton Home loans as your finance provider, you can be confident that we will support you and treat you fairly – while delivering excellent customer service.
We want to know if you’ve had a poor experience with us, as we want to resolve any issues quickly and ensure it doesn’t happen again.
We treat all complaints seriously and promise to deal with them fairly and promptly, aiming to resolve your complaint within 3 days of being received. If we are unable to do this, we will keep you informed until your complaint has been resolved. That’s why we have a robust complaints procedure.
Here we’ll talk you through how it works – from how to log a complaint, to how quickly we can rectify the issue, and where you can escalate it if you’re still unsatisfied with the outcome.
How to log a complaint
If you have a complaint, please contact us by:
- Calling us on 01709 512 513 and asking for the manager of the department you’ve been dealing with
- Emailing us at customercomplaints@nortonhomeloans.co.uk
- Writing to us at: Norton House, Mansfield Road, Rotherham, S60 2DR
We’ll ask you for:
- Your full name, address, and contact number
- The details of your complaint
- Your Norton Home loans account details and reference number.
Visit our Contact Us page for other ways to get in touch.
More information on our complaint’s procedure
We have a simple and vigorous system for dealing with any issues you’ve raised:
- We receive your complaint when you contact us by phone, email, or letter
- We investigate the issue and come back to you with any questions if necessary
- If we feel the complaint would be more appropriately dealt with by another firm (such as your broker ), we will provide you with their contact details
- We aim to provide a final response to your complaint within eight weeks. If not, we will notify you of the reasons for the delay
- If you’re dissatisfied with the outcome, you can refer your complaint to the Financial Ombudsman
Response times for complaints
We aim to resolve all our complaints within three working days. We may get in touch with you to clarify any further details while we’re looking into your complaint. This will allow us to better understand your concerns and help put the situation right.
We’ll keep you updated on our progress every step of the way – using whichever contact method you prefer – and aim to share a final response to you within a maximum of eight weeks.
Resolving complaints
If your complaint concerns a loan, mortgage or insurance product, you can contact the Financial Ombudsman if you’re not happy with the outcome. This option is free, but it’s only available within six months of you receiving our final response.
Contact the Financial Ombudsman by:
- Calling 0300 123 9123
- Emailing complaint.info@financial-ombudsman.org.uk
- Writing to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR