Contact Novuna Personal Finance

Email us

You are welcome to email the team at CustomerService@novunapersonalfinance.co.uk.

We endeavour to reply to all email enquiries within five working days. If you require an urgent response please telephone us.

If phone lines are busy please use our ‘virtual hold’ option. This will hold your place in the queue so you don’t have to wait on the line – we’ll simply call you back when you reach the front.

Our address

Novuna Personal Finance is based at 2 Apex View, Holbeck, Leeds, LS11 9BH.

Please note that, should you wish to contact us, the best way to get in touch is via telephone or email.

Manage accounts online or on our app

If you’re an existing customer, you can save time by managing your account online or via the app.

Registration is simple and, once logged in, you can:

• Get a settlement quote
• Make a payment
• Change direct debit details
• View statements
• Update personal information
• Send and receive secure messages

Download the app from the App Store or Google Play now.

Find out more about how to manage your Novuna Personal Finance account.

Give us feedback

We are committed to providing the best possible service to our customers. However, if you are not satisfied with any aspect of our service, please let us know.

To make a complaint, call our team on 0344 375 5500 (our lines are open weekdays between 9am and 5pm). You can also email complaintsteam@novunapersonalfinance.co.uk or write to us at Complaints Team, Novuna Personal Finance, 2 Apex View, Leeds, LS11 9BH.

Please rest assured that we take all customer complaints seriously and will investigate them as quickly as possible.

When to expect a response

Most complaints can be resolved by our Customer Experience team as soon as you get in touch. However, if we require more time to investigate the issue, we will acknowledge your complaint in writing within 5 working days and explain how your complaint will be dealt with. Please always continue making your monthly repayments whilst the complaint is being investigated, as any missed payments may affect your credit file.

If we are unable to resolve your complaint within 8 weeks, we will write to you to provide a detailed update on the situation. At this point, if you are not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter to you.

Learn more and view our complaints policy

Marketing and press

For marketing and press enquiries, contact our Marketing Team on 0113 380 1041 or email Theresa Lindsay, Group Head of Marketing at Theresa.Lindsay@novuna.co.uk

Please note, these contact details are for marketing and press enquiries only. The marketing team will not be able to transfer your call to the relevant team for account enquiries.

Report fraud

If you suspect you may have fallen victim to fraud or a scam, please report it immediately.

Please call Novuna Personal Finance on 0344 375 5500 and select option 2 to report fraud to our team.

Alternatively, please email securityteam@novuna.co.uk detailing your concerns and a member of our internal fraud team will get back to you as soon as possible.

You may also wish to:

• Report the issue to your bank

If you fear you have given away any personal details, including bank account information, to a potential fraudster please contact the fraud team of the associated bank as soon as possible.

• Contact Action Fraud

Visit the Action Fraud website to use their reporting tool or call 0300 123 2040. As the UK’s national fraud and cyber crime reporting centre, Action Fraud is best placed to escalate any incidents of fraud.

• Apply for protective registration

You may wish to apply for protective registration, which reduces the risk of identify fraud. It places a flag against your name and personal details in Cifas's National Fraud Database. This ensures organisations that are members of the database pay extra attention to any new applications be made using your details – including conducting additional checks to prove your identity. Find out more on the Cifas website.

If you feel protective registration is not necessary, you may still find it helpful to regularly check your credit report or subscribe to a credit report monitoring service. This will alert you to any changes on your credit file, such as any potential fraudulent applications made in your name.

Report phishing

If you have received a suspicious email which purports to be from Novuna, please forward it to phishing@novuna.co.uk.

Please always exercise caution when clicking links or opening attachments. It’s always best to check with us directly if you are concerned about the authenticity of any communications you receive from us. Just give us a call on 0344 375 5500.