Legal

Complaints Handling

Our commitment

Nova Moon is committed to providing high-quality financial services. If you are dissatisfied with any aspect of our service, we want to hear from you so we can resolve the issue promptly and fairly.

How to make a complaint

You can lodge a complaint by emailing us at hello@novamoon.com.au or by calling us directly. Please provide your name, contact details, and a description of your complaint so we can assist you effectively.

What happens next

We will acknowledge your complaint within 1 business day and aim to resolve it within 30 days. We will keep you informed of our progress throughout the process.

If you are not satisfied

If we are unable to resolve your complaint to your satisfaction, you may escalate it to the Australian Financial Complaints Authority (AFCA) at afca.org.au or call 1800 931 678. AFCA provides a free and independent dispute resolution service.

Contact us

Complaints Team · Nova Moon · hello@novamoon.com.au · Nova Era Pty Ltd (t/a Nova Moon) ABN 73696589540, authorised under Purple Circle Financial Services Pty Ltd (ACL 486112).