How long will it take?
If your complaint has not been resolved by close of 4 business days after we receive it, we will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised.
Whilst your complaint is being investigated, you will receive updates on the progress of the investigation. By your preferred method of communication and at reasonable intervals.
We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within 4 weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. We aim to resolve all complaints within 12 weeks from receiving the initial communication.
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 our finance industry association UK Finance (using The Ombudsman Service Ltd). We will advise you in our final response if that is the case and you must then contact them within six months of the date of our final response letter if you wish to do so.
Please note that the Ombudsman Service Ltd will not accept complaints about UK Finance members directly from complainants. Please contact UK Finance in the first instance if you wish to register a complaint about a member in the independent Complaints Process.
Please note, to make a complaint about a UK Finance member it is necessary first to complain formally to the member involved to allow them the opportunity to address the issues raised.
UK Finance can be contacted in the following ways:
- Write: UK Finance, 5th Floor, 1 Angel Court, London, EC2R 7HJ
- Telephone: 0203 934 1456
Further details can be found on the UK Finance website: www.ukfinance.org.uk
In addition Novuna Business Cash Flow maintain compliance with the Code of Conduct of UK Finance; the code and guidance, along with the Standards Framework can be viewed on the UK Finance website at www.ukfinance.org.uk/IFABLStandards