Complaints
How to File a Complaint
If you are dissatisfied with any aspect of our service, you can reach us through the following channels (Monday–Friday, 9:00 AM – 5:00 PM):
Email: complaints@novamoney.pk
Mail: Daftarkhwan | Vanguard, 5-A Constitution Avenue, F-5/1, Islamabad, Pakistan
What Happens After You Submit
- You will receive an acknowledgment containing your Unique Grievance Number, the expected resolution date, and the name and contact details of the officer handling your case.
- Your complaint will be reviewed and resolved within the timelines below.
- Once resolved, you will be notified with a full explanation of the outcome.
If you do not respond within 45 days of receiving our resolution, the complaint will be considered closed.
Resolution Timelines
| Complaint Type | Resolution Timeline |
|---|---|
| Standard complaints | Within 15 working days |
| Complaints requiring detailed scrutiny | Within 30 working days |
| Extension (if more time is needed) | You will be notified within 5 working days |
Escalation
Step 1: Primary Level Submit your complaint via email or mail as described above.
Step 2: Secondary Level If your complaint is not resolved within 30 working days, or you are not satisfied with the resolution, you may escalate to our COO at: coo@novamoney.pk.
Step 3: Regulator If you remain unsatisfied after internal escalation, you may refer your complaint to the Securities and Exchange Commission of Pakistan (SECP).
Grievance Redressal Officer
Wassam Ahmed, Wassam.Ahmed@novamoney.pk
Grievance Redressal Policy
For full details of our complaint handling process, please refer to our Grievance Redressal Policy.