If something's wrong, we want to know.
Most issues we resolve in a phone call. For anything you'd prefer to put in writing, here's exactly how we'll handle it — and your rights if we can't put it right.
By phone
Fastest. Ask for the Compliance team.
[PHONE_NUMBER]
By email
Mark the subject "Formal complaint".
[EMAIL_ADDRESS]
By post
Compliance Team, AssetFi Ltd
[STREET_ADDRESS]
[CITY] [POSTCODE]
What happens, when.
- 01
Within 3 business days
Written acknowledgement of your complaint and a named contact.
- 02
Within 4 weeks
We aim to issue a full final response with our findings and any redress.
- 03
By week 8
Final response at the latest, in line with FCA DISP 1.6 rules.
- 04
After our response
If you remain unhappy, you have 6 months to refer to the FOS.
Your right to escalate
If we cannot resolve your complaint to your satisfaction within 8 weeks, or if you remain unhappy after our final response, you have the right to refer your complaint to the Financial Ombudsman Service — free of charge, within 6 months of our final response.
FOS can review complaints from eligible micro-enterprises (under £6.5m turnover, fewer than 10 employees) and individual customers.
Complaints, answered.
How long do you take to acknowledge a complaint?
We acknowledge every formal complaint within 3 business days, in writing.
How long until you resolve it?
We aim to resolve within 4 weeks. If we cannot, we will write to you with an update. Final response within 8 weeks at the latest, in line with FCA DISP rules.
What if I'm not happy with your final response?
You have the right to refer your complaint to the Financial Ombudsman Service free of charge, within 6 months of our final response. Their contact details are included in every final response we send.
Will a complaint affect my live application?
No. Complaints handling is operationally separated from credit decisioning. Raising a complaint will not affect any active application or finance facility.