Novuna Business Finance Complaints Policy
Complaints Procedure
Novuna Business Finance is committed to ensuring that our customers are at the heart of our business and our products and services are designed with this in mind.
We aim to treat our customers fairly and consistently, as we would wish to be treated ourselves, but we know we do not always get everything right. If things do go wrong, we will do our best to clear things up quickly and fairly.
The information shown below provides an overview of how we deal with complaints, how long it takes, and who to get in touch with.
Once we have received your complaint: We will try to resolve it straight away and if resolved within three business days we will provide you with a Summary Resolution Communication. However if we have been unable to resolve your complaint by the close of three business days, we will follow the steps below.
Within 5 working days of receiving your complaint: We will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised.
Within 4 weeks: If we are unable to provide you with a final response at this stage, we will write to you to explain the reasons why and when we expect to be able to provide it.
Within 8 weeks: We will aim to provide you with a final response to your complaint within 8 weeks of receipt. If you are not satisfied with our final response, or 8 weeks have passed since you first raised your complaint with us, you may have the right to escalate your complaint to the Financial Ombudsman Service free of charge.
Third Party Referrals: If a complaint is received by us which is the responsibility of one of our partners your complaint will be referred by us, to them. We will also write to you confirming that your complaint has been referred on and includes partner details.
Contact Us
Post: Complaints, Novuna Business Finance, Novuna House, Thorpe Road, Staines-upon-Thames, Surrey TW18 3HP
Phone: 01784 227333
Email: complaints@novunabusinessfinance.co.uk
Website: www.novuna.co.uk/contact-us
The Financial Ombudsman Service
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
The Financial Ombudsman Service offers a free, independent complaint resolution service.
You may have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Please note the Financial Ombudsman Service can only consider complaints from a consumer, micro-enterprise, small business, charity or trust or a guarantor.
For more information please read the guide ‘Your Complaint and the Ombudsman’
Finance & Lease Association
Fax: 020 7420 9600
Email: business.finance@fla.org.uk
Website: www.fla.org.uk/business-information/how-to-make-a-complaint
Novuna Business Finance are members of the Finance and Leasing Association (FLA) and adherence to their Business Finance Code is a requirement of the membership. Should you remain dissatisfied with the outcome of your complaint and you feel that we have not complied with the Business Finance Code then you may refer your complaint to FLA. The FLA offers a Conciliation Scheme and an Independent Mediation Scheme.