What to do if we can't reach an agreement

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can understand if there is anything more we can do.

You can contact us via any of the communication options detailed below:

• Via the contact us page 
• Telephone us on: 0344 375 5500
• Email on: complaintsteam@novunapersonalfinance.co.uk 
• Write to us at:
  Complaints Team
  Novuna Personal Finance,
  2 Apex View,
  Leeds, LS11 9BH

If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service,
  Exchange Tower, 
  London,
  E14 9SR
• Telephone: 0300 123 9123
• E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk