Complaints Policy

How do I register for the Caresmart Portal?

Getting started is quick and easy:

1. Go to the Caresmart Portal from our website and click Register.
2. Enter the email address you use with Novuna and click Create account.
3. Check your email for a link to set your password.
• Can’t see it? Please check your spam or junk folder.
• Still not there? You may have entered your email incorrectly—just try again.
4. Click the link in the email and choose Reset Password.
5. Create your password, confirm it, and click Reset.
6. Click Sign in and you’re all set.

How do I reset my password?

If you’ve forgotten your password or want to change it:

1. Go to the Caresmart Portal and click Sign in.
2. Enter your email address.
3. Select Don’t remember your password?
4. We’ll email you a link to reset your password.
5. Follow the link to create a new password and sign back in.

How do I log in to the Caresmart Portal?

1. Sign in to the Caresmart Portal using your email address and password.
2. Choose how you’d like to receive your security code (email or email authenticator).
3. Enter the code and click Verify.
4. Read the Legal Notice and click Accept to continue.

Already made a complaint or claim?

• Please allow the system time to load your case. Providing you have registered with the same email address we have sent correspondence to you (from caresmart@novuna.co.uk) your case should usually load within 2-3 minutes. You may need to refresh your page after this time.
• You can view your case – the status, any correspondence sent and also you can add attachments or notes to be sent to us
• If we need more information, your case will appear under My Cases with a status of ‘edit’
• Simply open the case and provide the details requested.

How do I add a note to my case?

1. Open your case and click Add a new note to your case.
2. Type your message and click Save.
3. You can upload documents at the same time if needed.

How do I upload documents to my case?

1. Upload your document and add a short description so we know what it’s for.
2. You can upload more documents at any time - even after your case has been submitted.
3. You will see a size count on uploading multiple documents, if you exceed this simply submit within the limit and then add any additional after as attachments
4. Please note we cannot accept any files that contain embedded links or extensions for security reasons
5. If trying to attach screen shots best to save as a picture then attach them
6. If you have any difficulty then just email them to caresmart@novuna.co.uk quoting your reference number contained in our correspondence.

Where will my notes and updates appear?

• Your notes will always be visible in the Caresmart Portal including any we reply to directly
• Copies of correspondence issued to you and any attachments you have sent us via the portal will also show in your case timeline.

How do I make a new complaint?

1. Once logged in, click Log Case.
2. Complete the form and click Submit.
3. Your case will show as Pending while we review it.

After submitting, you can still upload documents, add notes, and track updates in the portal.