Nomo Complaints Procedure

Nomo Complaints Procedure

Nomo by Bank of London and The Middle East plc (“BLME”) aims to ensure that all our clients are given the best possible service.

We are keen to understand when something goes wrong, so please talk to us as soon as possible and we will do our best to find a solution.

Making your complaint

If you are not satisfied with any aspect of our products or services, please let us know by providing the following information, which will help us to investigate and resolve your complaint: • Your name and address • Your account number • Your contact details and any times you would prefer us to contact you • Details of your concerns, including additional information and copies of any relevant documentation

You can contact us in the following ways below and your complaint will be dealt with by the relevant department.

Email: complaints@nomobank.com

Telephone:

UAE: 8000120092 / 043544580 (From outside the Country +97143544580)

Saudi Arabia: 8008501698 / 8001111618

Kuwait: 2202 2835 / 2206 3868 (From outside the Country +96522022835 / +96522063868)

UK: 02045871715/ 0808 281 5826 (From outside the Country +442045871715 / +448082815826)

Once you have made your complaint

At Nomo, we are committed to treating all clients fairly, with empathy and transparency. Our goal is to resolve complaints promptly and fairly, ensuring good customer outcomes in line with FCA Consumer Duty principles.

• Wherever possible, complaints will be resolved by the relevant department at the first point of contact. • If a complaint is made verbally, we will provide written confirmation to ensure mutual understanding. • We aim to resolve complaints as quickly as possible. If we are unable to do so within five business days, we will send you a written acknowledgment outlining our understanding of your complaint and the next steps in our investigation.

We continuously strive to improve our complaint-handling process to deliver fair and effective resolutions.

All complaints received by Nomo are registered and monitored by an appointed person(s) to ensure that you are kept informed on a regular basis and that a final response is sent as soon as possible.

Having completed our investigations, where a complaint relates to electronic money or payment services, we will send you a final response letter within 15 business days. Or, if your complaint relates to other products, you will be sent a final response letter within eight weeks. The final response letter will explain: • The outcome of our investigations • How you can pursue the matter further with us, if necessary • That we will regard the matter as closed if you do not respond within 8 weeks of our final response letter.

If we are unable to complete our investigation within the prescribed timeframe outlined above, we will write to you to explain the reasons for the delay and the expected timeframe. Additionally, if we have not been able to issue our Final Response Letter (FRL) within the required period, and your complaint falls within the jurisdiction of the Financial Ombudsman Service (FOS), we will inform you of your right to refer the matter to the FOS.

Should you be dissatisfied with the handling of your complaint at any time, please let us know via the contact details above. The Department manager will investigate the matter and ensure a response is sent within five business days. Unhappy with the outcome?

If you are not satisfied with the outcome, you may have the right to contact the Financial Ombudsman Service (FOS) within six months of the date of the final response letter or 8 weeks after the complaint was received by Nomo. The FOS was set up to review unresolved complaints between financial businesses and their customers in a fair and impartial manner”. You can contact the FOS on the details below:

In writing: Financial Ombudsman Service Exchange Tower London E14 9SR Telephone: 0800 023 4567 Website: http://www.financial-ombudsman.org.uk/ Email: complaints.info@financial-ombudsman.org.uk