PayNovo is committed to delivering a transparent, professional, and fair service to all clients. If something goes wrong, we want to know so we can put things right quickly and continue to improve our services.
PayNovo operates as a consultancy and works in partnership with trusted, fully licensed UK and EU partners to deliver regulated payment and e-money services. All regulated activities are provided exclusively by these authorised partners in accordance with applicable regulatory requirements.
This policy applies to complaints relating to:
This policy does not cover:
You may submit a complaint through any of the following methods:
To help us investigate effectively, please include:
Your complaint will follow these steps:
We aim to acknowledge your complaint within 2 business days.
A dedicated team member will review your complaint, gather any required information, and liaise with relevant staff or partners where applicable.
We aim to provide a final response within 10 business days. If more time is needed for a fair review, we will inform you and provide updates.
If you are not satisfied with our final response relating to PayNovo’s consultancy services, you may request an internal escalation and additional review.
If your complaint relates to a regulated service, your escalation rights will be handled by the appropriate regulated partner. Depending on your jurisdiction and eligibility, you may be able to escalate to:
We will provide you with the correct escalation details once your complaint has been transferred to the regulated entity.
Every complaint is reviewed as an opportunity to improve our processes, communication, and quality of service. We regularly review complaint trends to identify areas for training and service enhancement.
Choose the platform (or service) that best matches your location and needs.
Please make sure you select the correct option, as services vary by option.
