Nume Customer Complaints Policy

Who are we?

Sprout Financial Ltd (trading as “Nume”) is an Appointed Representative of RiskSave Technologies Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA).

At Nume, we are committed to providing the highest standards of service. However, we understand that there may be times when you feel dissatisfied. This policy explains how you can make a complaint and how we will handle it fairly, promptly, and transparently.

What is a Complaint?

A complaint is any expression of dissatisfaction — whether spoken or written — from a customer or potential customer about Nume’s products, services, staff, or communications, where a response or resolution is expected.

This includes (but is not limited to): Errors, delays, or poor service; Misleading or inaccurate information; Unfair treatment or failure to follow instructions; Concerns about advice, fees, or outcomes; or Any issue where the customer feels they have suffered loss, distress, or inconvenience.

How to Make a Complaint

You can raise a complaint through any of the following channels:

• • Email: admin@numewealth.com
• • Post: Sprout Financial Ltd (Nume), 167–169 Great Portland Street, London, W1W 5PF

When you contact us, please provide the following required information so that we can investigate your complaint efficiently:

• Your full name and contact details (email, phone, or postal address);
• A clear description of the issue or concern; and
• Any relevant supporting documents or evidence (if applicable).

Our Complaints Process

Acknowledgement

We will acknowledge your complaint within five working days of receiving it. This will confirm we have your complaint and outline the next steps.

Investigation

Your complaint will be reviewed by our Complaints Officer, who may contact you for additional information. We will investigate fairly and impartially.

Resolution Timeframe

• If we resolve your complaint within three business days, you will receive a written summary resolution.
• If further investigation is needed, we aim to issue a final written response within eight weeks.
• If we cannot provide a final response within eight weeks, we will explain why and inform you of your right to escalate to the Financial Ombudsman Service (FOS).

Our Final Response

Our final written response will:

• Summarise our investigation and findings.
• Confirm whether your complaint has been upheld or not.
• Explain any redress or remedial action (if applicable).
• Provide details of how to refer your complaint to the Financial Ombudsman Service if you remain dissatisfied.

Your Right to Escalate

If you are not satisfied with our response — or if eight weeks have passed since you first raised your complaint — you may refer it to the Financial Ombudsman Service (FOS).

The FOS is a **free**, independent service that helps resolve complaints between consumers and financial firms.

You must do this within six months of our final response.

The FOS can be contacted as follows:

• 🌐 Website: www.financial-ombudsman.org.uk/make-complaint
• 📧 Email: complaint.info@financial-ombudsman.org.uk
• 📞 Telephone: 0800 023 4567
• 📬 Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Our Commitment to Transparency and Improvement

We take complaints seriously and use them as opportunities to improve our services. All complaints are reviewed to identify trends, ensure fairness, and strengthen our processes.

We are committed to complying with all relevant FCA requirements and to treating our customers fairly.

Contact Us

If you have any questions about this policy or need help making a complaint, please contact us at:

• 📧 compliants@numewealth.com
• 📬 Sprout Financial Ltd (Nume), 167–169 Great Portland Street, London, W1W 5PF