We are sorry that you are not satisfied with the service you received from Nala. All customers have the right to make a complaint if they didn't get the experience they expected.
We take every complaint very seriously and will resolve most complaints within three business days. Information on how to complain is provided below.
The best way to make a complaint is via email: complaints@nala.money
Alternatively you can:
NALA will:
We’ll look into your case as quickly as possible. We aim to acknowledge your complaint within 24 hours and will aim to resolve the complaint within three business days.
On occasion we may need to investigate a complaint more thoroughly. In this instance we will send you a final response within 15 business days. In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum of 35 business days from the date of receipt to issue a final response to you. If your complaint falls under exceptional circumstances, you will be notified by the Customer support Team.
If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant dispute body in your region.
If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.
If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.