Resolving Your Complaints

At Affirm Financial we aim to provide our consumers with high quality service delivery and decision making to meet their needs. If our consumers are not satisfied with our products or the way our services are provided, they have the right to make a complaint and have it dealt with promptly and impartially. All complaints will be treated confidentially and with equal respect.

Affirm Mastercard® consumers, if you have a dispute with a merchant about a transaction made using your Card, you should attempt to settle it directly with the merchant.

If you have a complaint about the products and services we have provided to you, we encourage you to let us know. Affirm Financial looks upon complaints as an opportunity to learn, adapt, improve and provide better service to our consumers. Please see the steps outlined below to submit a complaint to Affirm Financial:

Step 1: Contact our Customer Service Department
If you have an inquiry regarding our products and services, need further information or assistance, or have a complaint, consumers may contact our Customer Service Department.

You may contact the Customer Service Department as follows:

Customer Service Department
Affirm Financial Services Inc.
P.O. Box 53, Station B
London, ON, N6A 4V3
Affirm Mastercard -Telephone: 1-800-259-1167
Affirm Term Loan – Telephone: 1-855-220-7531
Fax: 1-866-807-6699 Email: info@affirmfinancial.ca

Step 2: Transfer to a Department Manager
If you have a complaint that cannot be remedied by our Customer Service Department, it will be directed to the appropriate Department Manager who will attempt to resolve your complaint quickly and satisfactorily. The Department Manager will, in most instances, address your issue immediately however, if this is not possible they will reach out to you within two (2) business days to advise that they are reviewing your complaint.

Step 3: Transfer to the Customer Complaints Department
If the Department Manager is unable to resolve your complaint satisfactorily, your complaint will be referred to our Customer Complaints Department or you may contact the Complaints Officer at the contact details noted below. The Complaints Officer will contact you within seven (7) business days after completing a thorough review of the information. We endeavor to resolve your complaint as quickly as possible however, depending upon the nature and the severity of the complaint, resolution may take up to (30) business days.

You may contact the Customer Complaint Department as follows:

Customer Complaint Department
Affirm Financial Services Inc.
P.O. Box 53, Station B
London, ON, N6A 4V3
Telephone: 1-855-220-7531
Fax: 1-866-807-6699 Email: compliance@affirmfinancial.ca

If you are an Affirm Mastercard consumer we will share your concerns with Peoples Trust Complaints Officer. You also have the option to contact Peoples Trust Complaints Officer directly and at any time to resolve your complaint. For Peoples Trust Complaints process go to:

http://www.peoplestrust.com/en/about-us/resolving-your-concerns/

You may contact Peoples Group Compliance Officer as follows:

Complaints Officer
Peoples Group 1400 – 888 Dunsmuir Street
Vancouver, BC, V6C 3K4
Toll-Free: 1-855-683-2881
Facsimile: 604-331-3469
E-mail: complaints-officer@peoplesgroup.com

Step 4: Third Party Complaint Handling Process
If you are an Affirm Mastercard consumer and you have been through steps 1 through 3 and are still not satisfied with the results of the investigations, you may contact the Ombudsman for Banking Services and Investments (OBSI). The OBSI is an independent office responsible for assisting customers with their concerns.

You may contact the OBSI as follows:

OBSI
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON, M5H 2Y4
Toll-Free Phone: 1-888-451-4519
Toll-Free TTY: 1-855-889-6274
Toll-Free Fax: 1-888-422-2865
E-mail: ombudsman@obsi.ca

If you are an Affirm Term Loan consumer and you have been through steps 1 through 4 and are still not satisfied with the results of the investigations, you may contact the Provincial and Territorial Consumers Affairs offices of your region. They are independent offices responsible for assisting customers with their concerns.

To find the office of your region go to:
http://www.consumerhandbook.ca/en/contacts/provincial-territorial-offices

Step 5: Affirm Mastercard – Financial Consumer Agency of Canada – Federal Consumer Provisions

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure that they comply with federal consumer protection laws. The FCAC also helps educate consumers, and it monitors industry codes of conduct and public commitments designed to protect the interests of consumers.

The FCAC does not handle complaints involving service quality, loan and credit granting policies, contractual matters, or other general service issues. If you have a concern regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, you may communicate your concern – at any time – to the FCAC.

You may contact the FCAC as follows:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, ON, K1R 1B9
Toll Free: 1-866-461-3222
FCAC Website: www.fcac-acfc.gc.ca