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How We Handle Complaints

Our customers are at the heart of everything we do and if you are unhappy with any part of our service, please let us know, so we can try to put it right.

To make a complaint you can:

Always email us at:
Call us on: 0800 612 7188 during normal working hours
Or write to: Customer Services, APFIN LTD, 3rd Floor, 12 Gough Square, London EC4A 3DW

To help us investigate your complaint in the most efficient manner please include your full name, date of birth and your mobile phone or your Polar Credit account number when sending your complaint. Please also let us know how you would like us to put things right.

We will acknowledge your complaint within 3 business days and will aim to resolve it at the earliest possible opportunity. If the issue is very complex it may take us some time to issue our response but in any case 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. If you do not raise your complaint with us first, you will not be entitled to refer it to the Financial Ombudsman Service.

You must contact the Financial Ombudsman Service within six months of receiving the final response from us. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

The Financial Ombudsman Service's contact details are set out below:

Financial Ombudsman Service (FOS)
Exchange Tower
Harbour Exchange
E14 9SR

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)