Making a complaint
We always want to provide the gold standard service for our customers, but recognise that sometimes you might be disappointed with our service or feel we’ve fallen short. If you don’t feel you have had a great service let us know so we can work together to fix any problems.
We want to make things right
To make a complaint, please contact us using the information provided below. We will then review your complaint and provide you with our response. If you are not satisfied with the response we have provided, you can escalate the complaint to the Financial Ombudsman Service for a final decision.
Mortgage and Protection
If you have a complaint related to our mortgage and protection services you can contact us in the following ways:
Post
Make a complaint by post by writing to us at 18 Crucifix Lane, London, SE1 3JW
Savings
If you have a complaint related to our Lifetime ISA products or app you can contact us in the following ways:
Via the Tembo app
Tap the ‘Give us feedback’ button on the home screen of your app. This will open up a contact form where you can fill out the details of your complaint. Or tap the ‘menu’ (top right of the app), then hit ‘Get in touch’ to submit a message.
Via our website
There is a handy help link in the footer of the website - click on this to open our help center and send a message through the contact form.
Make a complaint by email by contacting hey@getnude.com
Post
Make a complaint by post by writing to us at 18 Crucifix Lane, London, SE1 3JW
Brush up on your know-how
Our guides will tell you everything you need to know and more.
