Complaints

At Novuna Personal Finance, our customers are at the heart of everything we do, and we are committed to providing you with the best possible service. We take accountability and want to make sure we deliver on our promises, but we realise that sometimes, things don’t always go to plan, and we may need to put things right.

If you are not satisfied with any product or service you have received from us, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong.

We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly, in order to identify the root cause, prevent any re-occurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. We always apologise for mistakes or instances where our service did not meet our usual high standards.

If we receive a complaint which is the responsibility of one of our partners, your concerns will be referred to them in writing. We will also write to you confirming that your complaint has been referred on, and include partner details.

Many complaints can be resolved quickly by one of our Customer Helpline Advisors, but there may be occasions where we need more time to investigate and resolve your issue. We will acknowledge your complaint in writing within 5 working days.

Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.

We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service.

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can understand if there is anything more we can do.

You can contact us via any of the communication options detailed below:

• Via the contact us page
• Telephone us on: 0344 375 5500
• Email on: complaintsteam@novunapersonalfinance.co.uk 
• Write to us at:
  Complaints Team
  Novuna Personal Finance,
  2 Apex View,
  Leeds, LS11 9BH

If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service,
  Exchange Tower, 
  London,
  E14 9SR
• Telephone: 0300 123 9123
• E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

The Financial Conduct Authority has announced it will be completing a review of the motor finance market and has introduced temporary rules that may impact how we investigate and respond to these complaints. To find out more, please click here.

If something goes wrong with new or second-hand goods you’ve purchased via Novuna Personal Finance in the UK or abroad, then you may be entitled to make a claim under Section 75 of the Consumer Credit Act 1974, and could be entitled to compensation if the goods you’ve bought are:

• Faulty
• Not delivered
• Or the information given about them was misleading

The above list is not exhaustive, and you can make a claim under Section 75 of the Consumer Credit Act 1974 (often referred to as a ‘Section 75 claim’) as long as:

• The value of the one item is between £100 to £30,000
• The claim is brought to Novuna Personal Finance in accordance with the legal time limits for bringing a claim
• The loan was made directly through a retailer for specific goods or services

You don’t need to have taken out the loan for the full purchase price of the goods. For example, if you’ve paid £15,000 for a new kitchen, but only took out a loan for £5,000, you are still entitled to make a claim for the full purchase price of £15,000.

Before getting in touch with us, you could contact the retailer to give them a chance to sort things out. Explain to them what’s happened and how you'd like things put right.

If you’re still unhappy with how things turn out, see our FAQ on the left titled 'How do I make a Section 75 Claim?'.

We may share equal responsibility with the retailer for certain claims, under Section 75 of the Consumer Credit Act 1974. This means we'll try to help investigate and resolve any issues with what you've purchased, where they fall within the remit of Section 75.

The quickest way make a Section 75 claim is to complete the online claim form.

Alternatively, call us on 0344 375 5500*. Our Contact Centre is open from 9am to 5pm, Monday to Friday.

To make a claim by post, fill out our claim form and post it to us at;

Customer Care Team
Novuna Consumer Finance
2 Apex View
Leeds
LS11 9BH

Don’t worry if you’re unsure if your claim is valid as we’ll review the details and ensure your claim is processed correctly

When making your claim please let us know;

• details of the purchase, along with any contract you were given and any other correspondence you have had when trying to fix the problem
• your loan agreement number
• as much detail about the claim as possible, including any letters or photographs
• information about how you would like us to resolve the claim

*All numbers that start with 03 are charged at the same rate as standard landline numbers. Inbound and outbound calls may be recorded for training and monitoring purposes.