Complaints Procedure

At Nasoha Ltd, we are committed to providing high-quality service. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know. We take complaints seriously and aim to resolve them fairly, efficiently, and transparently.

1. How to Make a Complaint

If you have a complaint about our services, policies, claims process, or customer support, you can contact us through the following channels:

By Email

Email: [email protected]

By Phone

Call us at: +44 20 8050 3221
Our phone lines are open Monday to Friday: 9:00 AM – 5:00 PM (GMT).

By Post

Nasoha Ltd
Complaints Department
35 Bedford Square, London, WC1B 3ES, United Kingdom

Please include the following details in your complaint:

  • Your full name and contact details.
  • Your policy number (if applicable).
  • A detailed description of the issue.
  • Copies of any relevant documents or correspondence.
  • Your preferred resolution (if applicable).

2. How We Handle Your Complaint

Step 1: Acknowledgment

  • We will acknowledge your complaint within 5 business days of receipt.
  • You will receive a unique reference number for tracking.

Step 2: Investigation

  • A complaints officer will review your case.
  • We may contact you for further information or clarification.
  • We aim to resolve complaints within 10 business days, but complex cases may take longer.

Step 3: Resolution

  • We will provide you with a written response detailing:
    • The outcome of our investigation.
    • Any corrective actions or resolutions.
    • Your right to escalate the complaint if unsatisfied.
  • If the resolution requires a refund, policy change, or corrective action, we will implement it as soon as possible.

3. If You Are Not Satisfied

If you are not satisfied with our response or if we have not resolved your complaint within 8 weeks, you can escalate it to the Financial Ombudsman Service (FOS).

How to Contact the Financial Ombudsman Service

  • Website: www.financial-ombudsman.org.uk
  • Email: [email protected]
  • Phone:
    • UK: 0800 023 4567 (free from UK landlines and mobiles)
    • Outside the UK: +44 20 7964 0500
  • Address:
    Financial Ombudsman Service
    Exchange Tower
    London, E14 9SR

Note: The Financial Ombudsman Service is free and independent, and they can review your complaint if you believe our resolution is unfair or unsatisfactory.

4. Complaints About Data Protection

If your complaint concerns data protection or privacy issues, you can also contact the Information Commissioner’s Office (ICO):

  • Website: www.ico.org.uk
  • Phone: +44 303 123 1113
  • Address:
    Information Commissioner’s Office
    Wycliffe House
    Water Lane
    Wilmslow, Cheshire
    SK9 5AF

5. Alternative Dispute Resolution (ADR)

In some cases, disputes may be eligible for Alternative Dispute Resolution (ADR) through independent mediation services. If applicable, we will provide further information on available ADR options.

6. Updates to This Complaints Procedure

We may update this Complaints Procedure to reflect changes in regulations or company policies. Any updates will be posted on this page with the revised “Last Updated” date.

7. Contact Us

If you have any questions about this Complaints Procedure, please contact us:

Nasoha Ltd
Complaints Department
83–85 Baker Street, London W1U 6AG,United Kingdom
Email: [email protected]
Phone: +44 20 8050 3221