Customer Complaints

Something wrong? We’re here to make it right.

Complaints Process

By Telephone

Please call your relationship manager in the first instance between 9am and 5pm Monday to Friday, except bank holidays.

By post

Please write to your regional relationship manager at:

Nephila Capital Ltd

Victoria Place, 3rd Floor West, 31
Victoria Street, Hamilton, HM10
Bermuda
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Nephila Advisors LLC

5 City Blvd., Suite 810
Nashville, TN 37209, USA
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Nephila Advisors (UK) Limited

Walsingham House, 4th Floor, 35
Seething Lane, London EC3N 4AH,
United Kingdom
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In relation to any complaint made, we promise:

  • To investigate your complaint promptly and fairly
  • To try and resolve it as soon as practicable after you contact us
  • To keep you up to date about how we are progressing with the investigation
  • To write to you with the outcome once we have finished the investigation

We may be able to resolve your complaint straight away; otherwise, we will send you a letter acknowledging the complaint within five working days of receiving it. In this letter we will summarise your complaint so you can check we have understood it correctly.

We expect to complete our investigation within eight weeks of receiving your complaint. We will provide you with updates as to the progression of your complaint during this period. If there is a further delay in investigating your complaint, we will write to you again eight weeks after receiving your complaint to explain the delay.

When we have completed our investigation, we will write to you with our decision and the reasons for it. Where appropriate, we will include details of any settlement we are prepared to offer.