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Complaints

    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 support@novitasloans.co.uk
     

    By post

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

     

    Novitas Loans Limited, a subsidiary of Close Brothers Limited, is authorised and regulated by the Financial Conduct Authority (firm number 716962), is registered in England and Wales (Company No. 07959031).

    What happens next?

    We try our best to resolve complaints as soon as possible, in most cases 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 one of the following organisations:
     

    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,
    London,
    E14 9SR

    Telephone: 0800 023 4567 or 0300 1239 123

    Email: complaint.info@financial-ombudsman.org.uk

    For more information visit www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

    Citizens Advice Bureau

    Independent, free advice on issues such as debt, housing and benefits

    Phone: 0344 411 1444

    For more information visit www.citizensadvice.org.uk

    Financial Conduct Authority

    Phone: Free phone 0800 111 6768 or 0300 500 8082

    Email: consumer.queries@fca.org.uk

    For more information visit www.fca.org.uk

    Money Advice Service

    Useful information about making a complaint

    Phone: Free phone 0800 138 7777 or 0300 500 5000

    For more information visit: www.moneyadviceservice.org.uk