Complaints Process

If there’s something you’re not happy with, we’d like to be informed so we can resolve your issues.

Complaint handling and dispute resolution process

  • Please contact us as soon as possible.
  • You can contact our Customer Service Team who are here to help and they will try to provide a suitable solution.
  • Upon receipt of your complaint, we will contact you in 3 Working Days to resolve your issue.
  • Our customer Service Team will ask you to provide any relevant information which helps us identify the issue you have with your product.
  • Online –
  • Post – Unit 3, Orwell Court, Hurricane Way, Wickford Business Park, Wickford Essex, SS11 8YJ

Escalating the complaint

  • If you’re not happy with the resolution of the complaint, please speak to the person handling your complaint and they will discuss and explain the reasons for the resolution reached.
  • If you wish for your complaint to receive further review, please email us or contact us in writing at the address above.
  • If you are still unhappy after further escalation and your item has been ordered via Novuna Personal Finance you can also contact Novuna directly to discuss the matter further.