Complaints

How to lodge a complaint

If you have a complaint, please contact us first so we can attempt to resolve the matter as quickly as possible. When submitting a complaint, please include your name, contact details, and a clear description of the issue together with any relevant supporting information.

Complaints may be submitted through the Help Center or available support channels listed on the website.

Acknowledgement & response time

We aim to acknowledge receipt of complaints promptly and will provide updates while the matter is being reviewed. Resolution times may vary depending on the nature and complexity of the complaint.

Investigation process

NovaThrive will review complaints fairly and objectively. Where required, additional information may be requested to assist with investigation and resolution.

Escalation

Where a complaint relates to regulated financial products or services, the matter may be escalated to the relevant licensed partner or service provider responsible for the regulated activity.

External resolution

If a complaint cannot be resolved internally, you may have the right to refer the matter to the appropriate external dispute resolution body or ombud scheme applicable to the licensed financial services provider involved.

Pre-launch notice

During the pre-launch phase, NovaThrive primarily provides informational services and early access registration. Certain complaints relating to financial services may only arise once regulated products become available through licensed partners.