Complaints Policy

We want you to be happy with the service that we provide and we take all customer feedback, both positive and negative, very seriously.

If you are unhappy about the service provided by and would like to file a complaint, please:

Use our Contact Form

Call: 0845 643 2315 between 10am - 4pm: Monday to Friday (calls cost 7p per minute plus your phone company's access charge)

Or write to: Customer Services, APFIN LTD, 3rd Floor, 12 Gough Square, London EC4A 3DW

Please provide your name, email address, telephone number and full details of your complaint so that we can investigate this for you further.

We will aim to resolve your complaint at the earliest possible opportunity. If the issue is very complex it may take us some time to issue our response but 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. To contact the Financial Ombudsman Service, please:


Call: 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)

Write to: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR

For more information visit



To complain about a lender

If you wish to complain about a lender, please contact the lender directly. You should be able to find further information about a lender’s complaints policy on their website.