Novuna Personal Finance Reviews 

Nice and ready process, will use again

I genuinely cannot put into words how appalling and exhausting my experience with Novuna has been. If only zero stars was an option!

Since January 2026, I have been dealing with the consequences of someone fraudulently taking out a £16,000 loan in my name. Rather than being treated as a victim of identity theft, I have spent nine months being pursued for money I never borrowed, never received and had absolutely no knowledge of.

I have provided Novuna with everything imaginable to prove this was fraud. Documentation, correspondence , evidence from other financial institutions, and even my CIFAS Subject Access Request, which confirms that the bank account into which Novuna paid the £16,000 was fraudulently opened.

At this point, I feel like I've provided everything short of my inside leg measurement.

Novuna closed the case in February, reopened it in June and have now, in October, informed me that they believe I am liable for the debt, but not to worry because for their mistake their proposed solution to offer me £250 off a £16,000 loan that I DID NOT TAKE OUT.

To put this into perspective, I have had to deal with 16 other lenders as a result of this severe case of identity fraud. The vast majority have investigated the circumstances, reviewed the evidence and resolved matters relatively seamlessly. Yet somehow, Novuna has managed to turn what should be a straightforward fraud investigation into a nine-month ordeal with seemingly no end in sight.

The incompetence, inconsistency and complete lack of compassion throughout this process have been staggering. They even send correspondence outside of their own working hours, meaning I receive distressing updates about a debt I don't owe at times when I cannot even pick up the phone to challenge their findings or speak to someone about them.

What Novuna cannot possibly appreciate is the human cost of their handling of this case. This has caused me enormous mental strain, anxiety and sleepless nights. My summer with my children was overshadowed by chasing financial institutions, gathering evidence, defending myself and worrying about the consequences of somebody else's criminal actions, at times it's felt like breaking point but Novuna are seeing how far we can go.

Time I will never get back.

I have done everything asked of me, cooperated fully and repeatedly provided evidence. Yet somehow, nine months later, I am still having to prove my innocence.

I am genuinely concerned about the standard of fraud investigation being carried out here. How can a lender transfer £16,000 into an account subsequently identified as fraudulent and then continue to pursue the person whose identity was stolen?

And perhaps most concerning of all, if 16 other financial institutions have been able to recognise and address the fraud, why has Novuna found it so extraordinarily difficult?

Being a victim of identity theft is traumatic enough without a financial institution making the experience considerably worse.

I wouldn't wish this experience on anyone. Novuna's handling of my case has been nothing short of a disgrace, and I will continue to challenge their solution if it kills me.

Victims of fraud deserve protection, proper investigation and compassion. Not nine months of distress and an offer of £250 off someone else's debt.

Terrible

They have failed to investigate my Sec 75 claim, lied repeatedly and despite doing everything they have asked from me are now threatening me to pay £13706.78 when I have a complaint lodged with the FHIO.

Great service quick and easy

Everytime I speak to an advisor they are just the most amazing people I can honestly say I’ve never dealt with a company that shows compassion and care for someone who has had a complete breakdown other companies need to retrain there advisors when you tell them that things ain’t good but they still want you to pay I give this company maximum stars thank you novuna your advisor made me feel 100% better after I spoke to him yesterday and things don’t look as bad as they did before I called I slept well because of him I wish I could remember his name but whoever you are thank you

just paid off two interest only mortgages, so we own our house, this means credit cards savings all gone, no help since 2008 credit dump(and the worst effender the royal bank of scotland the least helpful, you have taken a chance on me with 21% interest to help get my ducks back in order, can't thank you enough, the application was straight forward and payments to die for

I haven't had much experience with finance company's but so far Novuna have been really great. I have no complaints of the service they have provided. Everyone nice and polite and very friendly. I would definitely recommend them to my family and friends. Thank you

Very easy and quick to set up

Nobody enjoys taking out a loan but in fairness these guys are really helpful!

Easy application. Quick decision. Good app to monitor my account.

Couldn't fault the process or the experience, so straightforward, staff very helpful and knowledgeable.

All procedure went very smooth and transient. Thanks to Novuna team.

Speed of service

I believe the advisors name was Trixie, I spoke to her on 2nd October 2026.

I was calling to advise that I had just been made redundant and I could not afford my next payment.

Trixie broke everything down in full detail, was calm, concise and very supportive whilst listening to me.

She made a very stressful situation appear normal and she lifted a weight off my shoulders.

She was truly brilliant, great at her job, advice and just genuine personality makes for an outstanding employee at Novuna.

I really hope this review gets feedback to her as she deserves it.

Best regards and thank you again,
Stevey

Very smooth and easy finance process. Everything was clear, quick and professional. Very happy with the service and would definitely recommend.

The app and payment details are good but trying to get an email they promised to confirm the agreement is fully settled seems impossible. Promise one thing and don't deliver

I have been trying to pay my loan off with them for 4 days . When I ring the call cues are always over an hour and they say they'll ring you back and they don't. Their online system is horrendous and keeps decline in my payments and then does not let me set up a direct debit for the additional payments. Currently being charged interest daily so I'm sure it benefits them rather than me. Really disappoint ing

It was an easy straightforward experience.

I have set this up via Vitality to buy an apple watch. I accidentally cancelled my direct debit, and there was no way that I could re-instate it online. They offered over the phone and over post. As I could not set a time to do this in a secure way during working hours I have also incurred a fee.

In the era of the online world - not allowing customers to manage direct debit online is a terrible flaw of the platform - it felt almost like they made it so difficult as they did not want me to re-instate it so they could charge me the fee.

Additionally immediately on the first email when I contacted them they asked:
"Can i ask have you had a change in circumstances that meant we werent able to collect your instalment due? You did incur a £25 late fee but your £35 payment 17/9/26 covered the instalment and the fee.
Are you keeping up to date with your priority bills (e.g. rent/mortgage, gas/electricity, water) and other creditors (e.g. credit cards, loans)?"

If we get past the bad grammar and spelling in what is supposed to be a professional service, this question felt very intrusive and unwarranted - especially after only one payment was missed where I immediately contacted them and asked for assistance on how to continue paying. Were they phishing for an opportunity to give me another loan? Is that how they vulture for people in trouble to offer them personal loans with massive interest rates? Or what was the end game of that question?

I would not advise this company to anyone until they modernise their platform.