Making a complaint2024-01-09T17:49:47+01:00

Customer Services

Making a complaint

Making A Complaint

At Nova Direct we work constantly to ensure you are happy with our service and products. In most situations we solve things quickly, the first time you ask.

If we don’t quite meet your expectations, for whatever reason, then we’d like to hear your feedback so we can understand what went wrong and put changes in place to ensure we get it right and it stays right.  Should you have cause to complain, please complete our Raise A Complaint.  We endeavour to acknowledge all new complaints within 48 working hours of receipt.

Once a complaint has been received we will investigate the complaint fully by reviewing your file and will then provide a full and final response within 8 weeks.  This response will typically be a formal written communication sent to you by our Complaints Manager with full details of their findings and an outcome.

What next?

Live Chat

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Customer Services

We try to respond in 24 working hours, but please allow 2 working days

Customer Relations

Escalate to Customer Relations and receive a response in 3 working days

Raise Complaint

Raised a complaint with the Complaints Manager, with a response taking up to 8 weeks