Complaints Policy

We take customer feedback (both positive and negative) very seriously. Please let us know as soon as possible if you are unhappy with any part of our service or if you have any suggestions on how we can make it better. To do that, you can:

Always email us at:
Call us on: 0845 094 1905 during normal working hours
Or write to: Customer Services, APFIN LTD, 3rd Floor, 12 Gough Square, London EC4A 3DW

We will acknowledge your complaint within 3 business days and will aim to resolve it at the earliest possible opportunity. If the issue is very complex it may take us some time to issue our response but in any case we will send you our full response within eight weeks of receiving your complaint.

If you are dissatisfied with the way we have handled your complaint, you can ask the Financial Ombudsman Service for an independent review. We will enclose a leaflet from the Financial Ombudsman Service in our final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving the final response from us. Their contact details are set out below:

Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
E14 9SR
Tel: 0800 023 4567 (normally free for calls from a "fixed" line phone but charges may apply if you call from a
mobile phone)
0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs)