How to make a complaint

Here are details of how to make a complaint to NRAM.

You can make a complaint in writing to:

Customer Relations
NRAM Mortgage Operations
PO Box 625
Durham
DH1 9JJ

Or you can call our Customer Relations team on 0330 159 9626*. We are available Monday to Friday from 8:30am to 6pm.

Alternatively, you can contact us using our online form.

What if I'm not happy with your final decision?

If you're dissatisfied once you've received our final response you can refer your case to the Financial Ombudsman Service (FOS) using the details below:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Call 0300 123 9123
www.financial-ombudsman.org.uk

Please note - the Financial Ombudsman Service will not look at your complaint until you have exhausted our internal complaints procedure and received our final response letter.

The Financial Ombudsman Service publishes details of rulings on their website. Click here to search the database of historic FOS rulings.

If you need our response in another format such as Braille, large print, audio or interpreter services, please contact our Dedicated Team by:

Telephone: 0330 159 9626* (8:30am to 6pm Monday to Friday)

In writing:
Disability Awareness Team
PO Box 625
Durham
DH1 9JJ

By e-mail: disability.awareness@n-ram.co.uk

Should I use a Claims Management Company (CMC)?

We do not believe there is any benefit in using a Claims Management Company (CMC) to make a complaint on your behalf. This will not increase the amount of any reduction that was made to your account balance or increase the amount of redress if paid by cheque. You may also have to pay the CMC a fee for their services, reducing the benefit you receive from any redress provided.

* Calls may be recorded for monitoring and training purposes. Charges for calling 03 numbers are the same as for calls made to standard UK landline phone numbers starting 01 or 02 and are also included in bundled minutes and unlimited call packages.