Complaints

Complaints

We are committed to provide you with the best experience possible; we are constantly working to make our product completely transparent, fair and exciting to use.
 
If something does go wrong, talk to us, it will give us the chance to fix things for you and make improvements.

How to make a complaint?

If you would like to make a complaint, please get in touch and we will investigate this as soon as possible. The easiest way is that you reach us through the App Chat. Alternatively you can e-mail us on help@novus.world

What if I just want to provide feedback but not raise a formal complaint?

We always welcome feedback and you can share this through your in-app chat.

What happens after I make a complaint?

Where a complaint is received we will always try to resolve this with you within three business days. To help with this process please do include your name, the reason for your complaint and how you would like us to put this right.

If we are unable to resolve your complaint within three business days, we will send you an acknowledgement and a link to this complaints summary process which outlines how we will handle your complaint.

We will investigate your complaint fairly and we aim to send you our final response within fifteen business days. While our investigation is ongoing we will keep you updated on our progress.

Where we are unable to send you our final response within fifteen business days we will  we will write to you explaining the reason for the delay and will send you our response within thirty-five business days.

Where your complaint relates to the Novus account or Novus debit card, you can also complain directly to PayrNet by email at complaints@payr.net. Novus reports all related complaints to PayrNet who are regulated and authorised by the FCA.

Financial Ombudsman Service

If you are unhappy with our response or we are unable to provide you a final response within fifteen business days, you may take your complaint to the Financial Ombudsman Service. Eligibility criteria and information on the procedures involved are available from http://www.financial‑ombudsman.org.uk.