Complaints Policy

Last updated: February 2026

1. Introduction

Novu Tech Ltd ("Novudi", "we", "us", "our") is committed to providing the highest quality of service to all our clients. We take all complaints seriously and strive to resolve them promptly and fairly. This Complaints Policy outlines our procedure for handling complaints received from clients and other stakeholders.

2. What Constitutes a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience.

3. How to Submit a Complaint

You may file a complaint using any of the following methods:

• Email: support@novudi.com (include "Complaint" in the subject line)
• Post: Novu Tech Ltd, ul. San Stefano 22, Office 16, San Stefano Plaza, 1504, Sofia, Bulgaria
• Contact form: Contact Us page

When submitting a complaint, please include:

• Your full name and contact details
• A clear description of the issue
• Any relevant transaction references or dates
• Details of the outcome you are seeking
• Any supporting documentation

4. Acknowledgment

We will acknowledge receipt of your complaint within 5 business days. The acknowledgment will include a unique reference number for your complaint and the name of the handler assigned to your case.

5. Investigation Process

Upon receiving a complaint, we will:

• Record the complaint in our complaints register
• Assign it to a senior member of staff not directly involved in the matter
• Conduct a thorough and impartial investigation
• Gather all relevant information and documentation
• Consider all applicable laws, regulations, and internal policies

6. Resolution Timeline

We aim to resolve all complaints within 15 business days of receipt. If the investigation cannot be completed within this timeframe due to exceptional circumstances, we will:

• Inform you of the delay and the reasons
• Provide an estimated timeline for resolution
• Issue a final response no later than 35 business days from the date of receipt

7. Final Response

Our final response will include:

• A summary of the complaint
• The findings of our investigation
• Our decision and the reasoning behind it
• Any remedial action or compensation offered
• Information about further steps available to you if you are not satisfied

8. Escalation

If you are not satisfied with our final response, or if we have not resolved your complaint within the specified timeframe, you may escalate your complaint to the Financial Supervision Commission of Bulgaria or other relevant regulatory authority.

9. Record Keeping

We maintain records of all complaints received, our investigation findings, and the actions taken. These records are retained for a minimum of 5 years in compliance with applicable regulatory requirements.

10. Continuous Improvement

We regularly review all complaints received to identify recurring issues and implement improvements to our services and procedures. Complaint data is reported to senior management and used to enhance the quality of our services.

11. Contact

For questions about this Complaints Policy, please contact us at:

Email: support@novudi.com
Address: ul. San Stefano 22, Office 16, San Stefano Plaza, 1504, Sofia, Bulgaria