Complaints Policy

At SuperFi we aim to provide great products and excellent service to our customers. However, we know that sometimes things can go wrong and that you may have cause to complain. If you have a complaint, then please let us know as soon as possible.

We will do our very best to resolve your complaint as soon as you get in touch with us:

By email: complaints@joinsuperfi.com

By post: Compliance Manager, SuperFi Finance LTD, 124-128 City Road, London, EC1V 2NX


Investigating your complaint

We aim to resolve your complaint within 3 working days following the receipt of your complaint. Once an agreed resolution has been reached, we will confirm details in writing to you in a final resolution letter.

However, there may be occasions when it will take longer to respond to your complaint. If this happens, we will send you an acknowledgement within 5 business days. This acknowledgement will include the name and contact details of the person handling your complaint, this may not be the same person who received your complaint.

In the unlikely event that we have not resolved your complaint within four weeks we will write to you to advise the reason why and when we expect to resolve it. We aim to send you a final response within 35 working days of your original complaint.