Complaints
If something has gone wrong, we want to know so we can put it right. Here is how our complaints process works.
1. How to complain
Contact us at hello@norvera.co.uk or +44 7700 141228. Please include your order reference, your name and address, and a description of the problem so we can look into it straight away.
2. What happens next
We acknowledge complaints within 2 business days and aim to give a full written response within 14 days. For complaints about installation quality, we will work with the appointed engineer as part of our responsibility to you for the package you bought.
3. If we cannot resolve it
If we cannot resolve your complaint, you may refer the matter to an approved alternative dispute resolution (ADR) provider, and you can also use the Government's Online Dispute Resolution (ODR) platform. These are independent services that can help settle a dispute without going to court.