How to make a complaint

We always aim to provide the best service possible however if you are unhappy and you wish to complain, please let us know immediately so we can fairly and impartially resolve any issues for you as quickly as we can.

You can contact us by phone on the numbers below, by email at , or in writing to the following address:

James Hay - 03455 212 414
Nucleus Wrap - 0131 226 9535

Dunn’s House
St Paul’s Road

We aim to resolve any complaint as soon as possible. Some complaints require a detailed investigation and/or a dialogue with third parties and may therefore take longer to resolve.

We will issue written acknowledgement of your complaint promptly by email or by letter. If a final response has not been issued within four weeks of receipt of your complaint, we will let you know and will indicate when we will make further contact. This further contact will be within 8 weeks of receipt of the complaint.

By the end of 8 weeks, we must send you either a final response or a response which explains we are still investigating your complaint and the details of how you can refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the outcome of your complaint and/or the length of time it has taken. 

The Financial Ombudsman Service

If you remain unhappy with the outcome of your complaint you have the right to refer the complaint to the Financial Ombudsman Service (FOS) free of charge. Their contact details are as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Phone:  0300 123 9123 or 0800 023 4567

Please contact us if you'd like to receive a hard copy of the Ombudsman’s consumer leaflet.

If your complaint concerns the administration of a personal pension plan, your complaint may be more appropriately referred to the Pensions Ombudsman. Where applicable we will provide appropriate referral rights when sending our complaint response. 

The Office of the Pensions Ombudsman
10 South Colonnade
Canary Wharf
E14 4PU