Complaints

At Novuna, we strive to provide our customers with the best possible service. However, on the rare occasion that we do receive a complaint, we take it very seriously. We aim to investigate and resolve any complaints quickly and with minimal disruption for our customers.

If you are not satisfied with any of the products or services we offer, please refer to the procedures below.

• Personal Finance complaints
• Vehicle Solutions complaints
• Business Finance complaints
• Franchise Finance complaints
• Business Cash Flow complaints

What to do if we can't reach an agreement

If you are not satisfied with our response to your complaint, you may be able to 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 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk

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

Motor Finance Complaints

The Financial Conduct Authority has announced it will be completing a review of the motor finance market and has introduced temporary rules that may impact how we investigate and respond to these complaints. For further information on the changes, please click here.

Complaints Publication Report

The most recent complaints data reported to the FCA (Financial Conduct Authority) is available in our Complaints Publication Report.