We are committed to providing you with the best possible service. If you are unhappy with any aspect of your experience, please let us know so we can put things right.
📩 How to make a complaint
If you want to make a complaint about us you should email us at:
Please include:
Details of your complaint (with any supporting documentation or evidence)
Your account details
📆 What happens next?
We will then investigate and send you an initial response, having had access to an officer with the authority to settle the complaint (including, where appropriate, an offer of redress).
If your complaint relates to the payment services provided via our platform, we may need to refer it to one of our payment service providers, Adyen N.V. or Stripe Payments UK Ltd, who are responsible for those services under regulatory requirements.
We aim to resolve complaints by close of business on the third Business Day after the complaint is received.
If we cannot resolve it in this time we will confirm receipt of it by close of business on the fifth Business Day and keep you up to date with our progress in responding to it.
We will endeavour to provide you with a final response to your complaint within eight weeks of receiving it.
⚖️ If you’re still unhappy
If you are unhappy with our response, you may have the right to contact the Financial Ombudsman Service.
FOS contact details:
Phone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: [email protected]
Website: www.financial-ombudsman.org.uk
Here is a link to the web version of FOS consumer leaflet, which explains their role and how to complain:
Adfin company details:
Adfin Financial Services Ltd is a company registered in England and Wales.
Company Number: 15449959
Registered Address: 12 New Fetter Lane, London EC4A 1JP