Complaints Policy

Complaints Policy

Complaints Policy

Complaints Policy

Our Commitment


At nook every customer is important, and you have the right to a fair, swift and courteous service from us at all times.

If at any point you feel we have not provided the level of service you would expect from us and wish to make a complaint, please contact us by emailing the team: support@nook.io


‍Besides contact information, you should specify the circumstances of the complaint and attach any supporting documents on the basis of which you are making a complaint.



Nook complaints procedure


‍‍Raising a complaint to nook

‍We will acknowledge your complaint within 24 hours by email and following an investigation, we endeavour to respond back to you in detail within 15 working days of receipt of your complaint.

If we are unable to provide you with a final response within this time we will send you an update.

‍Raising a complaint to railsbank

‍‍Payaable (nook) has been appointed as an electronic money agent of payrnet for the purposes of distributing and redeeming e-money and providing payment services on behalf of its principal, payrnet.


‍Where payaable ltd (nook) fails to resolve a client's complaint within the 15 days time frame, or where the client feels that the complaint was not handled appropriately, (including cases where the complaint was not properly identified as a complaint), the client have the right to file a complaint to payrnet if they believe that we provide our services improperly or our operations breach customers' rights or legitimate interests.


The filing of complaints and complaint handling process is free of charge at payrnet. payrnet shall accept complaints submitted in person (directly to customer service employee, verbally or in writing), by regular or registered mail (sending it to payrnet's registered office or actual place of business: 138 holborn, london, england, ec1n 2sw), email (at the address complaints@payr.net) or through the digital channels provided by payrnet's online and mobile platforms. payrnet must be contacted in relation to the services directly provided by them, such as cards / ledgers.


Raising a complaint to the financial ombudsman

‍If more than 35 working days from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you may be eligible to refer your complaint to the financial ombudsman service:


Financial Ombudsman Service

Exchange tower

London

E14 9SR

Phone: 0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk


You must refer your complaint to the financial ombudsman within 6 months of the date on the final response.


More information can be found here: https://www.financial-ombudsman.org.uk/consumers/how-to-complain

You’re in great company

Hear from some of our amazing customers who love using Nook

  • Nook supports our clients to run their weekly and monthly payment runs. The result is my team are happier, and our clients are happier

    Edward Kirkby

    Sleek

  • Truly one of the best products in the AP world, massive help in keeping on top of all the invoices we pay and ensuring authorisation prior to payment being released. Very user friendly and the team are a joy to work with.

    Nathan Humphreys

    Jiminny

  • Nook has been a huge benefit to both our team and our clients, making the AP process much quicker and more efficient

    Karen Garrattley

    COS Consultancy

  • Great people, great ethic, always improving their product for customers. Glad to be on board and working alongside you guys

    Anthony Chung

    YardLink

  • Has dramatically reduced the time I spend paying our supplier bills. It used to be a painful part of the month, and now it's easy

    Naz

    Clara

  • Nook supports bulk payment functionality so that we can pay 100s of invoices at once

    Olly Dix

    Prift

Ready to step into the future of payments?

Try Nook for free for 30 days or book a demo with the team to see how it could help your business

Ready to step into the future of payments?

Try Nook for free for 30 days or book a demo with the team to see how it could help your business

Ready to step into the future of payments?

Try Nook for free for 30 days or book a demo with the team to see how it could help your business

Ready to step into the future of payments?

Try Nook for free for 30 days or book a demo with the team to see how it could help your business

© Nook 2023 - Nook is a trading name of Payaable Limited


Payaable Limited is registered with the UK Financial Conduct Authority as an EMD Agent (reference number: 972652) of PayrNet Limited, an Electronic Money Institution authorised by the UK Financial Conduct Authority (reference number: 900594)


Payaable Limited (T/A Nook) is an EMD Agent of The Currency Cloud Limited. Payment and e-money  services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199); 

All testimonials, reviews, opinions or case studies presented on our website may not be indicative of all customers. Results may vary and customers agree to proceed at their own risk.


*Confirmation of Payee is only available in the UK

© Nook 2023 - Nook is a trading name of Payaable Limited


Payaable Limited is registered with the UK Financial Conduct Authority as an EMD Agent (reference number: 972652) of PayrNet Limited, an Electronic Money Institution authorised by the UK Financial Conduct Authority (reference number: 900594)


Payaable Limited (T/A Nook) is an EMD Agent of The Currency Cloud Limited. Payment and e-money  services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199); 

All testimonials, reviews, opinions or case studies presented on our website may not be indicative of all customers. Results may vary and customers agree to proceed at their own risk.


*Confirmation of Payee is only available in the UK

© Nook 2023 - Nook is a trading name of Payaable Limited


Payaable Limited is registered with the UK Financial Conduct Authority as an EMD Agent (reference number: 972652) of PayrNet Limited, an Electronic Money Institution authorised by the UK Financial Conduct Authority (reference number: 900594)


Payaable Limited (T/A Nook) is an EMD Agent of The Currency Cloud Limited. Payment and e-money  services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199); 

All testimonials, reviews, opinions or case studies presented on our website may not be indicative of all customers. Results may vary and customers agree to proceed at their own risk.


*Confirmation of Payee is only available in the UK

© Nook 2023 - Nook is a trading name of Payaable Limited


Payaable Limited is registered with the UK Financial Conduct Authority as an EMD Agent (reference number: 972652) of PayrNet Limited, an Electronic Money Institution authorised by the UK Financial Conduct Authority (reference number: 900594)


Payaable Limited (T/A Nook) is an EMD Agent of The Currency Cloud Limited. Payment and e-money  services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199); 

All testimonials, reviews, opinions or case studies presented on our website may not be indicative of all customers. Results may vary and customers agree to proceed at their own risk.


*Confirmation of Payee is only available in the UK