How we will handle your complaint?

At Novuna Personal Finance, our customers are at the heart of everything we do, and we are committed to providing you with the best possible service. We take accountability and want to make sure we deliver on our promises, but we realise that sometimes, things don’t always go to plan, and we may need to put things right.

If you are not satisfied with any product or service you have received from us, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong.

We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly, in order to identify the root cause, prevent any re-occurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. We always apologise for mistakes or instances where our service did not meet our usual high standards.

If we receive a complaint which is the responsibility of one of our partners, your concerns will be referred to them in writing. We will also write to you confirming that your complaint has been referred on, and include partner details.