Noah seeks to ensure that clients or potential clients are treated fairly and can have confidence that where complaints arise, it is dealt with promptly and reasonably. Noah definition of the complaint is as follows:
A complaint is defined as an oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a person about a provision of, or failure to provide, financial service or address determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or inconvenience.
A significant complaint is one which contains allegations that we have acted illegally, improperly, or negligently, or whether the allegation is in relation to financial crime, market abuse, fraud or bribery and corruption.
A complaint may be made on behalf of a client/ potential client, for example, by another company acting as an agent for that client. Complaints made on behalf of clients will be treated in accordance with this Policy as if the client had made the complaint themselves.
Noah Complaint Handling Procedure
Members from the Community and Growth team, Manager of Customer Operations and Community Manager have been selected to handle client complaints (hereinafter both roles are referred to as “complaint handling officer”). Complaint handling officers have appropriate skills, experience and training to handle client complaints. Noah senior management will ensure compliance with this procedure and oversee the handling and investigation of significant complaints.
The complaint handling officers are responsible for responding and keeping records of all client complaints. All client or potential client complaints must be responded with written acknowledgment to within 5 working days.
The following is the outline of the communication, you as a complainant, will receive from us:
First communication and written acknowledgment - acknowledging the complaint has been received; introducing the complaint handling officer that has been assigned to your case and providing a summary of Noah complaint policy.
Follow-up communication - complaint handling officers may ask for further information during the course of their investigation. You will be updated at least once during the investigation stage even if there are no follow-up questions required. If you have further questions or require an update on the investigation, you can contact your complaint handling officer directly.
Final response - once the complaint officer reaches the final decision they will notify you of the decision and how this decision was reached. The final response must be communicated to the complainant within 8 weeks of the written acknowledgment.
The final response will conclude the investigation, providing the investigation summary, information on your available next steps and one of the following outcomes:
Noah accepts the complaint and, where appropriate, offers redress or remedial action;
Noah offers redress or remedial action without accepting the complaint;
Noah rejects the complaint and gives reasons for doing so.
Complaints can be submitted through Noah support email (support@noah.com). The complaints handling officer will contact you and will follow the official Noah complaint procedure.
Complaints will be investigated impartially and fairly. The complaint handling officers will investigate complaints by addressing all aspects of the complaint and keeping records of the investigation process in an appropriate manner.
Making a complaint with Noah is absolutely free of charge for all the complainants whether they are Noah clients or potential clients.
If a significant complaint (as defined above) has been received, the senior management team will be responsible for handling the complaint. Noah will ensure that all complaints are dealt responsibly and fairly with impartial investigation and conclusion. If you require any further information or assistance, please contact us on support@noah.com