Novitas Loans — Additional support
Please refer to our FAQs for answers to the most commonly asked questions.
If you would like to discuss the status of your legal case, please contact your solicitor.
Below you will find contact details for relevant organisations which can provide additional support.
If you are dissatisfied with your solicitor, you can raise a complaint directly with them. You also have the option to refer your complaint to the Legal Ombudsman service, which provides a free service to investigate complaints about lawyers in England and Wales.
Legal Ombudsman contact details:
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
You could also raise a complaint with the Solicitor Regulatory Authority (SRA) who are the regulatory body for all solicitors in England and Wales.
Solicitor Regulatory Authority (SRA) contact details:
Telephone: 0370 606 2555
Email: contactcentre@sra.org.uk
If you are dissatisfied with your insurer, you can raise a complaint directly with them.
You can also refer your complaint to the Financial Ombudsman Service (FOS), which provides a free service to review and settle complaints between consumers and businesses that provide financial services.
Financial Ombudsman Service (FOS) contact details:
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
It is important to engage with your insurer’s complaints process before approaching the Financial Ombudsman Service.
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 enquiries@novitasloans.co.uk
By post
Write to us at: Novitas Loans Limited, 10 Crown Place, London, EC2A 4FT.
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, 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
If you would like any of the following services, please contact us.
- Large text documentation
- An explanation of documentation
- Third party authorisation
- StepChange Debt Charity - Free online debt advice
- National Debtline Free, independent debt advice by phone or online
- Money Advice Trust National Charity helping people across the UK tackle their debts and manage their money with confidence
- Citizens Advice Network of independent charities offering free, confidential advice online, by phone or in person
- Money Helper Free service provided by the Money and Pensions Service delivering impartial guidance that is backed by government
- Pay Plan Providing free, impartial debt advice backed by unions, employers, banks and debt advice groups
- Samaritans Confidential support for people experiencing feelings of distress or despair. Phone: 116 123
- Mind Advice and support for anyone experiencing a mental health problem. Phone: 0300 123 3393 (Monday to Friday, 9:00 am to 6:00 pm)