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    Making a complaint

    To make a complaint you can call, email or write to us with details, including any suggestions you have:

    By phone

    Please let us know if you wish to make a complaint so that we can get you in touch with the right person as quickly as possible. Please note that all inbound and outbound calls are recorded.

    Call 0333 321 6070

    By email

    You can send details of your complaint to

    By post

    Write to us at: Novitas Loans Limited, Wimbledon Bridge House, 1 Hartfield Road, London, SW19 3RU

    What happens next?

    We try our best to resolve complaints as soon as possible, in most cases, where feasible, within ten business days. If your complaint is more complicated it may take longer, but if it is beyond eight weeks, we’ll keep you informed and explain why.

    If you’re unhappy with our final response, you may contact the following organisation:

    Financial Ombudsman Service (FOS)

    Write, email or call with your complaint within 6 months of the date of our final response:

    Address: The Financial Ombudsman Service,
    Exchange Tower,
    E14 9SR

    Telephone: 0800 023 4567 or 0300 1239 123


    For more information visit