Complaints Process

How do I make a complaint?

In the event that you wish to make a complaint, please write to us. This should be directed to:

Post:

Complaints Manager
Affiniti Finance
10 Devonshire Square
London
EC2M 4YP

Please include the following information:

  • Your full name
  • Reference number, if applicable
  • Contact telephone number
  • Contact email address
  • Details of your complaint

What happens next?

We will acknowledge receipt of your complaint within five days. We will provide the name or job title of the individual handling the complaint for the Affiniti Finance (together with details of the our  internal complaint handling procedures).

We will aim to send a final response with four weeks. If this is not possible, we will explain why not and endeavor to resolve at the earliest possible stage.

 

What if I am unhappy with the response?

If you are unhappy with our response to your complaint, you have the right to complain to the Financial Ombudsman Service:


Telephone:  0800 023 4567

Email:  complaint.info@financial ombudsman.org.uk

Post:  Financial Ombudsman Service, Exchange Tower, London E4 9SE

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