Oops! Something Went Wrong

We’re sorry that we may have let you down.  Sometimes things can go wrong, and we encourage you to let us know so that we can try to put it right.

Making a complaint 

We’ve provided ways for you to make a complaint if something’s not right.

By email:

You can send an email to complaints@afinbank.com. 
To help us resolve your complaint as quickly as possible, please include:

• Details of your complaint; the more information you can provide the better 
  How you’d like us to contact you to discuss your complaint
• How you’d like us to contact you to discuss your complaint

By phone:

You can call us on 0800 862 0487. We are open 9am to 5pm Monday to Friday excluding bank holidays.

How we’ll handle your complaint

We’re committed to handling your complaints fairly, promptly, and transparently. Here’s what you can expect from us when you make a complaint. 

• We’ll introduce the person handling your complaint and explain the next steps.
• We’ll include the complaint reference number in every acknowledgement and response.

If we’re able to sort things out within 3 working days:

• We’ll send a short note confirming the matter has been resolved.
• We’ll also let you know what to do if you’re not completely satisfied with the outcome.

If it’s going to take a little longer:

• We’ll contact you within 5 working days to keep you informed and provide an estimated timeline for resolution.
• If we’re still working on it after 4 weeks, we’ll get in touch again with an update so you’re never left wondering what’s going on.
• If it takes up to 8 weeks, we’ll send a final response clearly outlining what we’ve done and the outcome of our investigation.

We always aim to resolve complaints as quickly and fairly as possible ideally within 8 weeks.

How long is the process?

We will acknowledge your complaint once it has been received and aim to provide a resolution within 3-5 working days. 
If we can’t resolve your complaint within this period, we will give you a final response within 8 weeks.

If you’re unhappy with the outcome

If you are not happy with the outcome, we hope that you will come back to us in the first instance.  After our final response or resolution, if you are still not satisfied, then you may be able to refer your complaint to the Financial Ombudsman Service (FOS).  The FOS is a dispute resolution service for complaints under the FCA’s dispute resolution rules, and they provide free and independent support. If this option applies to you, we’ll let you know within our communications. 
 
If you’d like to refer your complaint, you’ll need to do so within 6 months of receiving your final response letter or summary resolution letter.
 
Details of the FOS can be found here: 
 
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
 
The FOS has also prepared a useful guide to assist consumers in referring a complaint to them and you can read it here.