Complaints & support

For an existing loan, contact Noyo using the contact details in your agreement. For a card transaction or provider account, contact the relevant card provider. Use verified contact details from your agreement or account.

Explain what happened, when it happened and what resolution you are seeking. Include the relevant account or agreement reference, but do not include passwords, one-time codes or full card security details.

Keep copies of messages, relevant dates and any complaint reference. Check the responsible organisation’s complaints procedure for response times and how to follow up.

If the response does not resolve the issue, ask about the available escalation procedure. Any regulator, ombudsman or independent dispute route depends on your provider and jurisdiction.

If you are struggling with repayments, contact Noyo promptly and explain your circumstances. Ask what support or repayment arrangements are available before a payment is missed.

Responsible business: Noyo Finance Ltd. Email complaints to abuse@noyofinance.com or write to 37 Sir William Newton St, Port Louis, 11328, Mauritius. Customer support can also direct your message to the complaints team. Use “Complaint” in the subject and explain how you would prefer us to respond.

Raising a complaint does not require you to accept a new loan, enable cookies or pay a handling fee.

Include your name, the email linked to your application, a reference number if available, relevant dates, a clear description and the outcome you are seeking. Attach only relevant evidence, such as a transaction reference or a redacted screenshot.

Never include a password, verification code, full card credentials or recovery phrase. If identity verification is needed, we will explain an appropriate secure method.

We will record the issue, identify the relevant service and request additional information only where needed. Acknowledgment target: within 48 hours. Final-response deadline: we aim to respond within 14 calendar days, subject to any shorter mandatory deadline.

If more time is needed, the update should explain the reason, the next expected response date and any escalation rights. A service target does not extend a shorter legal deadline. Keep the complaint reference for follow-up.

The final response should summarize the complaint, the evidence considered, the conclusion and the reasons. Where an error is found, it should explain the correction, any refund or other appropriate remedy and the expected implementation date.

If you disagree or believe relevant information was overlooked, request a further review and identify the point you contest. We may need to distinguish a credit decision from a service error.

Noyo handles issues about its credit offer, agreement, repayment instructions and loan records. A provider handles its own card issuance, account access, card fees and independent transaction services.

If both are involved, explain the full sequence and include references from each party. We will identify which part concerns Noyo; a referral to a provider does not remove Noyo’s responsibility for its own actions. Consult the provider’s complaint channel for its separate service.

If the issue remains unresolved, you may have the right to contact an ombudsman, financial regulator, consumer authority, data-protection authority or court. Relevant body: the competent financial, consumer or data-protection authority for your complaint. Contact and website: request the appropriate escalation contact from abuse@noyofinance.com. Filing deadline and eligibility: the filing requirements and deadlines of the competent body.

These routes depend on your country, the responsible legal entity and the nature of the issue. Nothing here requires you to give up mandatory rights or wait beyond a statutory deadline.

For suspected unauthorized access or a mistaken payment, contact abuse@noyofinance.com promptly and also notify the relevant card provider. For privacy rights or a suspected data incident, use privacy@noyofinance.com.

A complaint does not automatically suspend payments or collection instructions. Ask for confirmation of any interim arrangement. If a payment is disputed, preserve transaction records and explain the specific amount and date.

You may use an authorized representative, subject to proportionate verification of authority. Tell us if you need an accessible format or assistance communicating your complaint. We will not ask you to disclose more sensitive information than needed to arrange support.

Complaint records are retained under the applicable complaint-handling and recordkeeping requirements, including the time needed to resolve a dispute as described in the Privacy Notice. Effective date: 2026-09-29.