info@noveba.com | +44 (0) 1320 310 220

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Who are we?

Company Details:

Name: Noveba Limited

Company Number: 11610200 

VAT Number: GB 325926391

Registered address: 71-75 Shelton Street Covent Garden London WC2H 9JQ UNITED KINGDOM

Phone: +44 1320310223

Email: info@noveba.com 

Status: Authorised Electronic Money Institution (Reference number: 900924) 

This is a firm that has FCA permission to issue electronic money (e-money) and provide payment services. This firm has requirements or restrictions placed on the financial services activities that it can operate. Requirements or restrictions can include suspensions. See the requirements applying to the firm.

Regulator Name: Financial Conduct Authority

Effective From: 16/08/2019

Our Partners:

RAILSR. Certain account and card products (where applicable)The card and account is issued by PayrNet Ltd and licensed by Mastercard International Incorporation. PayrNet Ltd is authorised by the FCA to conduct electronic money service activities under the Electronic Money Regulations 2011 (Firm Reference Number 900594).

CLEARJUNCTION. Certain account products (where applicable) are provided by Clear Junction Limited, registered in England with registered number 10266827. Registered address: 4th Floor Imperial House, 15 Kingsway, London, United Kingdom, WC2B 6UN. Clear Junction is authorised and regulated by the Financial Conduct Authority under reference number 900684.

Complaints?

Any complaints should be addressed to us in the first instance by contacting our Support Team at support@noveba.com. Your complaint will be handled in accordance with our complaints procedure, a copy of which is available on the below or can be provided to you upon request.

If the complaint is not resolved to your satisfaction, you may be eligible to use the Financial Ombudsman Service at Service Exchange Tower, Harbour Exchange, London, E14 9SR, United Kingdom. For additional details you may visit the website at www.financial-ombudsman.org.uk/ Some entities may be too large to avail of the Financial Ombudsman’s service.

 

Complaints procedure

It is important to provide great service to our clients.

It is even more important to be able to keep our customers happy and exceed their expectations.

But there are times, when some things do not go as planned or the expectations of our valued customers are not fully met.  We are keen to receive feedback (both positive and negative) in order to make our service better and clients happier.

As an authorized electronic money institution, we have policy and procedures in place that allow clients and prospective clients to complain about the services that have been provided (or not provided) to them if they are dissatisfied.

What is a complaint?

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience. 

We take every complaint very seriously and will resolve most complaints within 5 business days.

When making a complaint, please outline the following information:

  • The date of the complaint
  • The nature of your complaint
  • The impact on your business
  • An appropriate reference number or any examples of conversations you’ve had with Noveba about the issue
  • Your contact details
  • Any additional information

How to complain? There are three ways you can make a complaint:

  • Speak to a member of the Customer Support on the phone: +44 (0) 1320 310 220
  • Contact Customer Support via secure message in the internet-bank
  • Send an email to support@noveba.com 
  • Send a letter to: 71-75 Shelton Street, Covent Garden London, WC2H 9JQ, United Kingdom

Every complaint is dealt with by Noveba’s Customer Support.  

What happens when a complaint is made? 

A member of the Customer Support will confirm receipt of your complaint via email within 24 hours of receiving it and will aim to resolve the complaint within five business days.

On occasion, a complaint may need to be escalated and so the Customer Support may extend the timeline to resolve the complaint by the end of 14 business days following receipt of the complaint.

In exceptional circumstances, where we are unable to issue a final response within 14 business days of receipt of the complaint, we have up to a maximum 30 business days from the date of receipt to issue a final response.

If a complaint needs to be escalated or falls under exceptional circumstances, you will be notified by the Customer Support staff.

What if a customer is not satisfied  with the result?

If for whatever reason, you are unhappy with our response, you can contact the UK’s Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. 

Plesae visit FOS by following this link: http://www.financial-ombudsman.org.uk/