Complaints procedure
If something has gone wrong, we want it in writing so it can be tracked, owned and answered.
How to raise a complaint
Email hello@novapay.ie with your business name, the site affected, what happened and when, and what outcome you are looking for.
What happens next
We acknowledge the complaint, confirm who owns it, and tell you what will happen and when you will hear back. Progress and the outcome are confirmed in writing.
Regulated payment services
Where a complaint concerns acquiring, processing or settlement, it may also be raised directly with the regulated payment provider named in your agreement, which operates its own complaints procedure.
If you remain dissatisfied
Eligible complainants may refer an unresolved complaint about a regulated financial service to the relevant statutory ombudsman scheme. Your final response letter sets out which scheme applies and the time limits.