Complaint Management
At Nova Digital FZE, we are committed to maintaining a transparent, fair, and timely approach to managing client complaints. We recognise that feedback from our clients is essential to building trust and enhancing the quality of our investment management services.
Our Commitment
We take every complaint seriously and ensure that it is handled with diligence and impartiality.
- We will acknowledge receipt of your complaint within one (1) week of receiving it.
- Our goal is to resolve all complaints within four (4) weeks. Where exceptional circumstances prevent resolution within this timeframe, we will provide an update explaining the delay and aim to close the matter no later than eight (8) weeks from the date the complaint was received.
Nova Digital ensures that all complaints are managed in accordance with applicable regulatory requirements and internal governance standards.
How to Make a Complaint
Clients may raise concerns or submit a formal complaint through any of the following channels:
- By completing our Complaint Submission Form; or
- By emailing us directly at complaints@novadigital.xyz
Complaints may be submitted in writing or electronically, and clients are not required to use a specific form for their complaint to be valid.
Complaints Involving Third Parties
In cases where a complaint relates to a third-party service provider engaged by a fund managed by Nova Digital, we will coordinate with that party to ensure the matter is addressed promptly and appropriately. Nova Digital will oversee and follow up on all such complaints to ensure full and fair resolution.
No Fees or Charges
Nova Digital does not charge any fees or impose any costs for submitting or handling complaints.
Our Approach
Client confidence and regulatory compliance are central to Nova Digital's operations. We are committed to addressing every concern promptly, objectively, and with professionalism. For more information about how to make a complaint or to learn more about our complaints-handling process, please visit the Complaints section of our website or contact us at complaints@novadigital.xyz.
Record Keeping and Root Cause Analysis
For the avoidance of doubt, Nova Digital shall keep a record of all complaints received, all measures taken in response to complaints, and the resolution of all complaints. Such records shall be maintained in a manner that enables Nova Digital to identify and remedy any recurring or systemic problems arising in the handling of complaints.
In this regard, Nova Digital shall take reasonable steps to:
- a. analyse the causes of complaints, drawing upon the records maintained, so as to identify common root causes;
- b. consider whether such root causes may also affect other processes, services (including but not limited to VA Activities) or products, including those not directly complained of; and
- c. correct such root causes.