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NNovuoImmigration Services
Legal

Complaints Procedure

We take every concern seriously. This procedure explains how to raise a complaint and what you can expect from us.

Last updated: 27 June 2026

Novuo Immigration Services is committed to providing a professional and transparent service. If we have not met your expectations, we want to know so that we can put things right and improve. This procedure complies with Irish consumer law principles of fair and timely complaints handling.

01.Scope

This procedure applies to all complaints about the services provided by Novuo Immigration Services, including the conduct of our staff and the handling of your case or personal data.

02.Step 1 — Speak with your consultant

Most concerns can be resolved quickly by speaking with your assigned Novuo consultant. Please raise the issue with them in the first instance, either by phone, email or through the messaging area of your client portal.

03.Step 2 — Submit a formal complaint

If you are not satisfied with the initial response, you may submit a formal complaint in writing to:

  • Email: info@novuoimmigration.ie
  • Post: Complaints Officer, Novuo Immigration Services, 53 Cois Croinn, Saltown, Dundalk, Co. Louth, A91 X952, Ireland

Please include:

  • Your full name and contact details.
  • Your case reference (if applicable).
  • A clear description of the complaint and any supporting documents.
  • The outcome you are seeking.

04.How we handle complaints

  • We will acknowledge your complaint in writing within five (5) business days.
  • An independent senior team member, not involved in the original matter, will investigate.
  • We aim to provide a substantive response within twenty (20) business days. If we need longer, we will let you know the reason and a revised timeframe.
  • Our final response will set out our findings, any actions taken and the next steps available to you.

05.Records and confidentiality

All complaints are recorded and handled in confidence. Personal data shared during the complaints process is processed in accordance with our Privacy Policy.

06.Escalation and external bodies

If you are not satisfied with our final response, you may escalate the matter as follows:

  • Data protection concerns — the Irish Data Protection Commission (dataprotection.ie).
  • Consumer rights concerns — the Competition and Consumer Protection Commission (ccpc.ie).
  • Legal advice — as Novuo Immigration Services is not a law firm, complaints about legal advice should be directed to the solicitor who provided that advice. The Legal Services Regulatory Authority of Ireland (lsra.ie) handles complaints about solicitors.

You also retain all rights available to you under Irish and EU consumer protection legislation.

07.Continuous improvement

We review complaints regularly to identify trends and improve our service. We thank every client who takes the time to share feedback.

08.Contact us

If you have questions about this document, please contact us:

Office address: Novuo Immigration Services, 53 Cois Croinn, Saltown, Dundalk, Co. Louth, A91 X952, Ireland. You can also reach us via our contact page.