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 Complaints Form. We endeavour to acknowledge all new complaints within 48 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.
Getting a Third Party Opinion
At Nova Direct, we’re committed to resolving your complaint quickly and fully. However, we appreciate that complaints can be tricky and sometimes require a third party opinion in order to better understand whether something went wrong. That’s why, in addition to the more traditional means of getting in touch, you can also use Resolver, an independent complaints service to raise your grievance with us. Click here to raise your complaint via their simple online process.
Financial Ombudsman Service
If you are not satisfied with our final response once issued, you can escalate your complaint to the Financial Ombudsman Service for further review. Please note that it is a requirement of the Financial Ombudsman Service that our internal complaints process must be exhausted prior to a complaint being accepted by them. The Financial Ombudsman Service is a free to consumer service. Their details are:
Telephone : 0300 123 9 123
Address : Exchange Tower, Harbour Exchange, London, E14 9SR
Website : www.financial-ombudsman.org.uk