We believe that treating customers fairly and being transparent in what we do is key to our business; therefore our complaints process underpins this. We will respond to your initial complaint within 2 working hours of receiving it, we will then work with you to resolve your complaint within 24 hours of receiving it.

If we are unable to resolve your complaint within 24 hours, we will then work with you to resolve this within 8 weeks from the date of receiving your initial complaint, we will then issue you with a final written response along with a Financial Ombudsman leaflet that explains how you can refer the complaint onto them if you do not believe we have addressed your complaint. You can contact the Financial Ombudsman on 0800 023 4567 or email them at complaint.info@financial-ombudsman.org.uk .

We know there are times when things go wrong, we are keen to try and put these right as soon as possible and make it as easy as possible for you to let us know when things go wrong straight away by contacting our Complaints Officer using our complaints and feedback link, we will respond to you using your desired method within 2 working hours of receiving your complaint.

You may also complain to us in writing to the following address;

Novas Insurance Services Ltd
Customer Complaints team
Station Road
BS20 7TN

Or call us on 0333 3052227 (Calls are charged at the national rate call rate and are recorded for training & monitoring purposes)