At NRTH, we want every customer, whether you're a business using our platform or a payer making a Direct Debit, to feel confident in the service you receive. We know things don't always go perfectly, and when they don't, we want to hear about it. This policy explains how to raise a complaint, what we will do about it, and what to do if you're not happy with our response.
This policy applies to anyone who uses NRTH services, including businesses that hold an account with us and individuals who pay one of our customers by Direct Debit. It is designed to meet the standards set by the Financial Conduct Authority (FCA) in its Dispute Resolution: Complaints sourcebook (DISP).
About us
NRTH is a trading name of Gonrth Ltd (Company No. 16286129), registered in England and Wales with its registered office at 3rd Floor, 86 to 90 Paul Street, London, EC2A 4NE. Gonrth Ltd acts as an agent of an FCA-authorised payment institution that provides the regulated payment services available through the NRTH platform. We handle complaints about NRTH services ourselves, in line with this policy.
What counts as a complaint?
A complaint is any expression of dissatisfaction, whether spoken or written, and whether justified or not, about a service we have provided or failed to provide. That includes things like:
A Direct Debit collection that didn't go as expected
A delay or error with a payout to staff or suppliers
A problem with your account, billing, or one of our pricing plans
The way a member of our team has handled something
Anything else about how we've treated you as a customer
If you're simply asking a question or reporting a technical issue, our support team will usually help you directly. If you want it treated as a formal complaint, just say so. We'll take it from there.
How to raise a complaint
You can complain in whichever way works best for you. There is no charge for raising a complaint and you do not need to use a claims management company or solicitor.
Email [email protected]
Post Complaints Team, Gonrth Ltd, 3rd Floor, 86 to 90 Paul Street, London, EC2A 4NE, United Kingdom
To help us look into things quickly, please include:
Your name and the best way to reach you
Your NRTH account details (if you have an account)
A clear description of what went wrong and when it happened
What you would like us to do to put it right
Copies of any relevant documents, screenshots, or reference numbers
What happens next
Once we receive your complaint, here's what you can expect from us.
By the next business day We acknowledge your complaint in writing, confirm who is handling it, and explain the next steps.
Within 15 business days For complaints about payment services (such as Direct Debit collections, payouts, or anything covered by the Payment Services Regulations 2017), we aim to send our final response. In exceptional circumstances we may extend this to 35 business days. If so, we will tell you why and when to expect our reply.
Within 8 weeks For all other complaints, we will send our final response or, if we are still investigating, explain why and when you can expect to hear from us.
After our final response If you are an eligible complainant, you have 6 months to refer the complaint to the Financial Ombudsman Service. Details are below.
We will look into your complaint fairly, consistently, and promptly. The person investigating will have the right level of authority and will not have been directly involved in the matter complained about, where possible. We may contact you for more information and will keep you updated on progress.
Our final response
Our final response will be in writing and will clearly explain:
Our decision on your complaint, including whether we accept or reject it (in whole or in part)
Where appropriate, what we are offering to put things right, for example a refund, correction, goodwill payment, or apology
Your right, if you are an eligible complainant, to refer the complaint to the Financial Ombudsman Service within 6 months of the date of our final response
If you're still not happy: the Financial Ombudsman Service
If you are unhappy with our final response, or if 8 weeks have passed since you first raised the complaint and you have not had a final response, you may be able to refer the matter to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for settling disputes between financial services firms and their customers.
You can refer your complaint to the FOS if you are an "eligible complainant." This generally includes:
Individual consumers
Micro-enterprises (broadly, businesses with fewer than 10 employees and turnover or balance sheet total of €2 million or less)
Small charities with an annual income of less than £6.5 million
Trustees of trusts with net assets of less than £5 million
Small businesses with an annual turnover of less than £6.5 million and either fewer than 50 employees or a balance sheet total of less than £5 million
You must refer your complaint to the FOS within 6 months of the date of our final response. If you contact the FOS after this period, they may not have permission to consider your complaint.
How to contact the FOS
Website: www.financial-ombudsman.org.uk Email: [email protected] Phone: 0800 023 4567 (free from most landlines and mobiles) Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Referring a complaint to the FOS does not affect your right to take legal action.
If you need extra support
If you have a disability, are going through a difficult time, or otherwise need us to adjust how we communicate or handle your complaint, please let us know. We will do what we can to make the process easier, for example by communicating in a different format, taking more time, or speaking with a trusted person on your behalf with your permission.
How we learn from complaints
Every complaint is an opportunity to improve. We record and review all complaints, look for patterns, and use what we learn to improve our products, processes, and the way we treat customers. Our senior management reviews complaints data regularly, and we report to the FCA as required.