At Novuna Business Finance, our customers are at the heart of our business. Our products and services have been designed with you in mind, and we’re committed to treating you fairly and with respect – as we’d like to be treated ourselves.
We know that sometimes things don’t go quite right. If that happens, we’ll do our best to put things right quickly and fairly.
The information below provides an overview of how we handle complaints, how long it usually takes, and who you can contact if you need help.
How to get in touch
What happens next?
Once we have received your complaint, we will try to resolve it straight away. If it’s resolved within three business days, we’ll provide you with a Summary Resolution Communication. However, if we’ve been unable to resolve your complaint by the close of three business days, we will follow the steps below.
Step 1
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
Step 2
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.
Step 3
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 to confirm that your complaint has been referred, including the partner details it has been referred to.
Motor Finance Complaints
The Financial Conduct Authority has announced it will be completing a review of the motor finance market. It has introduced temporary rules that may impact how we investigate and respond to these complaints. To find out more, please click here.
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 & Leasing Association
- 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.