If something has gone wrong, we want to know — and to put it right quickly and fairly.
Last updated: 21 July 2026
AF Credit (a trading style of Chammosair Limited, Company No. 15786496) aims to provide a fast, transparent and professional service on every case. If we fall short of that standard, we take it seriously. Every complaint is reviewed by a senior member of the team, handled fairly, and used to improve how we work.
You can raise a complaint by any of the following routes:
To help us resolve things quickly, please include your name and contact details, the property or loan reference if you have one, a description of what has gone wrong, and what you would like us to do to put it right.
We will acknowledge your complaint in writing, confirm who is handling it, and set out our understanding of the issue.
A senior person not directly involved in the matter will review the file, correspondence and any supporting information you provide. We may contact you for further details.
Most complaints are resolved well before this. Our final response will set out our findings, our decision, and any redress or corrective action we propose. If we need longer than 8 weeks, we will explain why and tell you when to expect our response.
AF Credit lends to businesses and property professionals on an unregulated basis, so complaints about our lending do not generally fall within the jurisdiction of the Financial Ombudsman Service (FOS). Where a complaint relates to a product or service provided by an FCA-authorised third party we referred you to, that firm's own complaints process and FOS rights may apply — we will point you to the right place.
Complaints about how we have handled your personal data can be raised with the Information Commissioner's Office at ico.org.uk. Nothing in this procedure affects your legal rights.
We log every complaint, its outcome and its root cause. Recurring themes are reviewed by senior management and fed back into our processes — because the cheapest complaint to resolve is the one that never needs to be made.