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Complaints and redress

Ask us to investigate a service problem or review a decision.Customer information

This page explains its stated scope. Existing agreements and mandatory legal rights continue to apply.

On this page

• Make a complaint

• Review and response

• External routes

Make a complaint

Email [mailto:support@novasean.com?subject=Complaint] support@novasean.com or use the [https://novasean.com/contact] contact page. Give your service or decision reference, what happened, the outcome you seek and relevant evidence. You can request a response from a person. You may write in Dutch or English. Do not send credentials or unnecessary sensitive records.

If you cannot use the portal interface, you may try email or write to the address in [https://novasean.com/legal/provider-information] Provider information. Support email imports into WHMCS and is not an independent channel during a full WHMCS outage. Preserve your sent request; use another available agreed route where time limits apply. A complaint does not automatically cancel a service or stop a statutory limitation period; say explicitly if you also wish to cancel, switch or exercise another right.

Review and response

The complaint must be assessed on its facts and applicable agreement. We must explain the result, any correction and relevant next steps. A content-related complaint should identify the original decision so that a person can review the evidence, legal or contractual ground, proportionality and reasons. Required DSA acknowledgements and decisions must not be delayed by treating a content notice as an ordinary support ticket.

These pages do not promise a numerical response or resolution time that is absent from your service agreement. A statutory deadline continues to apply where the law sets one. For GDPR rights, see the separate response periods in the [https://novasean.com/legal/privacy-statement] privacy statement.

External routes

You retain the right to use the competent courts and applicable regulatory complaints procedures. For data protection, you may complain to the [https://autoriteitpersoonsgegevens.nl/] Autoriteit Persoonsgegevens, or another competent EEA supervisory authority. For a suspected DSA infringement, the Dutch Digital Services Coordinator is the [https://www.acm.nl/] Autoriteit Consument & Markt; Article 53 DSA permits a recipient to complain to the coordinator in the Member State where that recipient is located or established.

No membership of a consumer alternative dispute-resolution scheme is claimed here. Where we are legally obliged or have committed to use a specific ADR body, its details and website must be supplied. If a consumer complaint cannot be resolved directly, the required information about the relevant ADR body and whether we will use it must be provided on a durable medium. The former EU Online Dispute Resolution platform closed in July 2025 and is not a current complaints route.

Published 4 October 2026 · Version complaints-2026-10-04-v1.

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