Complaints Handling Procedure

Complaints Handling Procedure

Last updated: September 2, 2025

At Novopay, we pride ourselves on delivering the very best customer service. However, we recognise that sometimes things may go wrong. When they do, we want to hear from you so we can put things right and learn from your feedback. Your complaint helps us improve our processes, training, and service standards.

This Complaints Handling Procedure is:

• Available on our website.
• Free to access via email or post on request.
• Designed to ensure that all complaints are treated with courtesy, fairness, and respect.

How to Make a Complaint

You can make a complaint in any of the following ways:

• By phone: 0203 924 0381 (Option 5)
• By email: support@novopay.uk
• By post: Novopay, Jansel House, 648 Hitchin Road, Luton LU2 7XH.

When raising your complaint, please provide:

• Your name and business details (including contact information)
• A clear description of your concerns
• The outcome you hope to achieve

Our Complaint Process

1. Acknowledgement & Investigation
   Once we receive your complaint, our Quality Assurance Team (QA) will investigate.
   We aim to provide you with a full response within 10 working days.
2. Updates
   If we need more time (for example, when liaising with an energy supplier), we will keep you updated and give you an expected resolution date.
3. Resolution
   Outcomes may include an explanation, an apology, a goodwill gesture, or compensation (where appropriate).
   You will receive a written review of our decision.
4. Further Review
   If you are not satisfied with our decision, you can request that we review it again (including with the involvement of a third party if needed).
5. Escalation to the Energy Ombudsman
   If your complaint is not resolved within 8 weeks, or if you receive a deadlock letter confirming that we cannot agree on a resolution, you have the right to escalate your complaint to the Energy Ombudsman.

Escalating Your Complaint to the Energy Ombudsman

The Energy Ombudsman is impartial, independent, and free for you to use.
They will review your complaint and decide how it should be resolved.

Contact details:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org

Commitment to Continuous Improvement

Every complaint we receive is logged and reviewed. We use this information to improve our services, training, and customer care.