How to complain

If NestEgg hasn’t met your expectations, you have the right to complain. This page details:

  • The definition of a complaint
  • Who to complain to
  • How to complain
  • Time limits
  • How we’ll handle your complaint
  • Timetable
  • What to do if you’re still not satisfied

Definition of a complaint

A complaint is an expression of dissatisfaction from or on behalf of an eligible complainant about NestEgg’s provision of, or failure to provide, a financial services activity.

Who to complain to

There are different organisations that help  provide NestEgg’s service. If you have a complaint, it is important to send the complaint to the right organisation.

However, if you make a complaint and NestEgg believes another organisation is responsible or there’s a joint responsibility, NestEgg will forward your complaint and will let you know we’ve done this 


NestEgg provides a platform for potential borrowers to find and apply for an affordable loan from a responsible lender. If your complaint relates to anything you’ve used the NestEgg website for, then you should complain to NestEgg.

NestEgg will appear as a data processor on your credit record, but only the search carried out by your chosen lender (a hard check) will be visible. This is detailed in our privacy policy.

Your chosen lender

It is important to note that NestEgg is not responsible for making lending decisions. If your complaint is about the loan or your treatment after you’ve been referred to your chosen lender, you should take the matter up with that credit union. 


NestEgg uses TransUnion as its supplier of credit data. Although there is no direct relationship with TransUnion for users of the NestEgg service - you may want to dispute your credit file.

The ways in which TransUnion uses and shares personal information and how to correct that information is explained in more detail at

How to complain

By email
You can send an email to

By post

You can write to us at:

NestEgg Ltd, Lynton House 7-12 Tavistock Square London WC1H 9BQ

Time limits

Complaints must be received within six years of the event that led to the complaint occurring. If the complaint is received late, but this is less than 28 days after the time limit, NestEgg may proceed and consider the complaint.    

How we’ll handle your complaint

It’s important we properly understand what’s gone wrong. So, once we’ve received your complaint, we might contact you to find out some more details.

Please include:

  • Details of your complaint, including as much information as possible.
  • How you’d like us to contact you to discuss your complaint.


We try to resolve all complaints as quickly as possible. Some complaints may take longer than others.

By the end of the third business day

If you’re satisfied that we’ve resolved your complaint within three working days of receiving your complaint, we’ll send you a ‘summary resolution communication’. We’ll keep a copy of the complaint for three years.

Within 7 days

If the complaint cannot be resolved quickly, an acknowledgement will be sent to you within 5 business days of receipt of the complaint.
The name or job title of the person handling the complaint.
A copy of this complaint handling procedure
Any update on progress made to investigate the complaint
A timeframe for when the complainant could expect a follow up

Within 15 days

If your complaint is about your experience for Open Banking (for which NestEgg is responsible), we aim to send a final response within 15 working days after receiving your complaint. If we expect the process to take longer than 15 days, we’ll get in touch to let you know why the issue hasn’t been fixed yet, and when we’ll be in touch again. 

Within 8 weeks

If still unresolved within 8 weeks of receiving a complaint, NestEgg will send you:

  • A final response, or
  • A response which explains the delay and advises the complainant when a final response can be expected.

What to do if you’re unhappy with the outcome

In this case, you may be able to refer your complaint to the Financial Ombudsman Service – it’s free and independent. If this applies to you, we’ll let you know. If you’d like to refer your complaint, you’ll need to do so within six months of receiving your final response letter or summary resolution letter.


You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service

Exchange Tower


E14 9SR

Telephone: 0800 023


Website: 4567