NOVAS is committed to ensuring that all communications and dealings with the general public and our supporters are of the highest possible standards. We listen and respond to the views of the general public and our supporters so that we can continue to improve.

NOVAS welcomes both positive and negative feedback. Therefore, we aim to ensure that:

• it is as easy as possible to make a complaint;
• we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
• we treat it seriously whether it is made by telephone, letter, fax, email or in person;
• we deal with it quickly and politely;
• we respond accordingly – for example, with an explanation or an apology where we have got things wrong, and information on any action taken etc.;
• we learn from complaints, use them to improve, and manage them at Board level if required.