2) In writing:
Please write to us at:
Northway Broker Ltd.
Level 5 Plaza Commercial Centre
Sliema SLM 1640 Malta
3) By telephone
On 08000 32 76 55 – This is a free phone number
4) By email (our preferred method)
When contacting us, please provide us with your name, address, account number and full details of your complaint, including what you would like us to do to put things right. We would ask you to please follow this procedure as this will help us to ensure that your complaint is fully investigated promptly and dealt with effectively.
If you wish, you may ask another person to contact us on your behalf, such as a solicitor or a Citizens Advice Bureau. If you choose to do this, please ensure that they send your written authority so that we are allowed us to deal with them.
Step 2: What we will then do
We will try to resolve your complaint immediately where this is possible. Otherwise, we will aim to provide you with a full written response within 4 weeks. However from time to time it may be necessary for us to carry out further investigation to ensure that we fully resolve your complaint. If we need further time we will keep you updated on the progress of your complaint.
This timescale should allow us to fully investigate and respond to your concerns. However, we will do our best to respond more quickly whenever possible.
If, after 8 weeks, we are not in a position to issue a full response to your complaint, we will confirm this, together with the timescale within which you can expect a final response. At this stage, if you are dissatisfied with the delay or we have not been able to sort out your complaint to your satisfaction, you can escalate your complaint to an external body (see below).
Step 3 – if you remain dissatisfied
It is important that you give us the opportunity of addressing your concerns first before escalating your complaint as they will only consider your complaint after we have had the opportunity to sort out the matter under our internal complaints process.
We are members of the Consumer Credit Trade Association (CCTA). If you wish to escalate your complaint you can contact them and they will try to conciliate in respect of the complaint or dispute. Their details are below:
Consumer Credit Trade Association
Suite 4 The Wave
1 View Croft Road
Tel: 01274 714959
Please note that since we are an overseas firm, complaints against us are not subject to the jurisdiction of the Financial Ombudsman Service. However they may be able to give you guidance and information to help you. Their details are below:
Financial Ombudsman Service
South Quay Plaza
183 March Wall
Tel 020 7964 1000 or 0800 023 4567(freephone from landline)
E mail - firstname.lastname@example.org