Complaints Procedure - Affirm U.K. Limited (“Affirm”)

Last Updated 01/09/24

At Affirm, we have a mission to deliver honest financial products that improve lives. 

We value all feedback received from our customers and our complaints procedure is focused on understanding how we can improve.  

If you have a complaint please reach out to us at Tel: +448000148879 or contact us

at the Help Centre.

How we deal with your complaint

We will provide written acknowledgement to you within five working days of receipt of your complaint.

A thorough investigation will take place and we will reach out to you if we need to ask for further information or have any questions.  We carry out our investigations in a timely manner ensuring thorough due consideration.

We will provide you with a final response letter as soon as we can and within 8 weeks from the date we received your complaint. 

If there is a reason we need longer than eight weeks to investigate your complaint we will discuss the reason for this with you so you are kept fully informed.  

Financial Ombudsman Service (FOS)

If you find that you are not happy with our findings you are able to refer your complaint to the Financial Ombudsman Service (FOS) free of charge.  The Financial Ombudsman Service is a free and easy to use service that settles complaints between consumers and businesses that provide financial services.  The FOS resolves disputes fairly and impartially, and has the power to put things right.  

The Financial Ombudsman Service was set up by Parliament to resolve individual complaints between financial businesses and is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more or contact them directly using one of the links below.

The contact details for the FOS:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
FOS website: financial-ombudsman.org.uk