Complaints Procedure

Tell us

Contact our Complaints Manager:

• Email: complaints@aftermy.co.uk
• Phone: [your complaints line]
• Post: Complaints Manager, Payment Plan Limited (trading as AfterMy), Unit 6, Twelve O'Clock Court, 21 Attercliffe Road, Sheffield, South Yorkshire, S4 7WW

It helps if you can tell us your name and contact details, what happened and when, and what you'd like us to do to put it right. If you'd find it easier to complain in a different way, or you need more time, just let us know and we'll help.

What happens next

• We'll acknowledge your complaint promptly and tell you who is dealing with it.
• We'll look into it properly and fairly, and resolve it as quickly as we can.
• If we can sort it out within three business days, we'll write to confirm the outcome.
• If it takes longer, we'll keep you updated. By eight weeks at the latest we'll send you either our final response, or a letter explaining why we can't yet give one, when you can expect it, and your right to take the matter to the Financial Ombudsman Service.

If your complaint involves a lender or partner we introduced you to

Some complaints are partly or wholly about a lender or partner we introduced you to, rather than about AfterMy. Where that's the case we'll tell you, and within five business days we'll pass the relevant part of your complaint to them and confirm their details to you, so the right firm answers the right part. Where a complaint involves both us and a partner, we'll work together to make sure it's handled properly.

The Financial Ombudsman Service

If you're not happy with our final response, or if eight weeks have passed without one, you can ask the Financial Ombudsman Service to review your complaint, free of charge. You normally need to refer it to them within six months of the date of our final response. (For certain complaints about car finance, you may have up to 15 months to refer.)

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Referring your complaint to the Ombudsman won't affect your legal rights.

Complaints about your data

If your complaint is about how we've handled your personal information, our Data Protection Officer can help — see our Privacy Policy. You can also complain to the Information Commissioner's Office at ico.org.uk.

Our records

We keep a record of complaints and how we resolved them for six years, as our regulator requires.