1. How to raise a complaint?
There are multiple ways that you can get into contact with us, to file a complaint.
Our live chat is available Monday to Friday, 9am- 5.30pm. You will then be able to fill a complaint with the assistance of an agent directly – this is the quickest way to get in touch with us.
You can also file a complaint through email, at firstname.lastname@example.org
2. What if I have raised a query and I am not satisfied with the outcome or the timeframe outcome is taking?
If you are not satisfied with the outcome or an ongoing query, you can get in touch with Customer Support to let them know that you would like to escalate your query into a complaint.
3. What happens once I have filed a complaint?
Once you have filed your complaint, our Complaints Specialists will look into this and attempt to resolve the issue within 2 working days. If Bofin is unable to resolve your issue within 2 working days, your complaint will be escalated to the regulated financial institution. As per FCA regulations, financial institution will have to provide you a final response within 8 weeks. To review AF Payments Ltd complaint policy please refer to section 18 of their terms HERE (Meliora) or HERE (Proto).
4. What if I am not satisfied with the final response?
If you are not happy with the response you receive from the firm, or you do not hear from them within the relevant time period, the Financial Ombudsman Service may be able to help you. The Financial Ombudsman Service is a free, independent service for settling disputes between financial services firms and their customers. It can deal with complaints about a wide range of financial matters – from pet insurance to stocks and shares. It will ask the financial firm to explain what it thinks happened and then decide whether to uphold your complaint. It is important you contact the Financial Ombudsman Service within 6 months of receiving a final response from the firm, or it may not be able to deal with your complaint. If the firm agrees, the Financial Ombudsman Service may be able to consider your complaint before the relevant time period has passed.
The contact details for the Financial Ombudsman Service are:
Postal Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR. Telephone: 0800 023 4567
For further information, see the Financial Ombudsman Service website at https://www.financial-ombudsman.org.uk/consumers/how-to-complain
You may also be able to refer Your complaint to the European Commission Online Dispute Resolution platform at www.ec.europa.eu/odr. The platform is a web-based platform which is designed to help consumers who have bought goods, services or digital content online. It provides access to independent alternative dispute resolution services which are usually free for You to use.