Help centre / Business, support & complaints
How do I make a complaint?
Explain what happened and the outcome you want; keep your references and our replies.
If you are unhappy with a service, you can raise a complaint. Follow the complaints procedure for your account and service.
What to include
- The email address linked to your account.
- A clear explanation of what happened, with dates and transaction references.
- The outcome you are asking for.
Keep your references and copies of your correspondence. Do not include passwords, security codes or identity documents in a general enquiry.
Finding the right route
The complaints page and your account terms identify the applicable process. If you are unsure which service or provider a complaint concerns, contact support for help directing it. Do not assume every NovaPayx service has the same complaints route or escalation arrangements.