Complaints
If something has gone wrong, we want to know. This page explains how to complain, what to expect from us, and what to do if you are not satisfied with our response.
How to complain
Email contact@navitratech.com with “Complaint” in the subject line. Tell us what happened and when, which product, service or engagement it concerns, any reference numbers, and what you would like us to do. You can also complain by phone on +44 7741 057116 or by letter to 124–128 City Road, London EC1V 2NX.
A complaint is any expression of dissatisfaction, spoken or written, about our service, products, conduct or people. You do not need to use the word “complaint”.
What happens next
- Logged the same working day in our complaints register.
- Acknowledged within 3 business days, in writing, naming the person handling it and when to expect a decision.
- Clarified within 5 working days: we confirm the issue and the outcome you are looking for.
- Investigated fairly by someone not involved in the matter, with updates at least every 5 working days.
- Decided within 20 working days of receipt, in plain language, with our reasons. If we need longer, we will explain why and give you a new date.
- Put right: where we uphold a complaint, we take corrective action and agree any remedy.
Where a complaint is about the Director, or no independent handler is available, we ask an independent adviser to review it and tell you we have done so.
If you are not satisfied
Ask us to review the decision. The Director will review it within 10 working days. For clients, disputes not resolved this way follow the dispute resolution clause in your contract.
If you are a lender’s customer
If you applied for a mortgage with a lender that uses our service, your lender is responsible for your complaint and for deciding your application. Please contact your lender directly.
If your complaint reaches us, we pass it securely to your lender within 1 working day and, where we have your contact details, tell you we have done so and which lender it went to. If you have told us anything suggesting you may need extra support, we flag that to your lender.
Lenders are regulated by the Financial Conduct Authority. If you are unhappy with your lender’s final response, or it has not replied within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service. Navitra itself is not authorised by the FCA.
Supporting lenders with complaints about AI-informed decisions
When a lender is handling a complaint about a decision our system informed, we provide, within 5 working days or sooner if the contract requires:
- an explanation of the recommendation for that application, including the main factors and the policy rules applied;
- the model version and configuration in use at the time;
- whether an underwriter reviewed or overrode the recommendation, where recorded; and
- confirmation of any known incident, defect or model change affecting that period.
We support lenders with any Financial Ombudsman Service referral within the timescales they need. If complaints suggest a defect in our service, such as repeated errors or possible bias, we investigate the root cause and help the lender identify and put right any other affected customers.
How we learn from complaints
Every upheld or partly upheld complaint gets a root cause analysis. We review a sample of closed complaints every quarter for timeliness and fairness, report complaints information to the Board at least quarterly, and keep records for at least 6 years with personal data minimised.
Personal data
If your complaint is about how we handle personal data, you can also contact the Information Commissioner’s Office. See our privacy notice.