Complaints Procedure - Affirm Australia Pty Ltd (“Affirm”)

Complaints Procedure - Affirm Australia Pty Ltd (“Affirm”)

Last updated: 23 July 2026

At Affirm, we have a mission to deliver honest financial products that improve lives.

We value all feedback received from our customers, and our complaints procedure is focused on understanding how we can improve.

If you have a complaint, please reach out to us at the Help Centre.

How we deal with your complaint

We aim to acknowledge your complaint within 1 business day, or as soon as reasonably practicable.

A thorough investigation will take place, and we will reach out to you if we need to ask for further information or have any questions. We carry out our investigations in a timely manner, with thorough and due consideration.

We will provide you with a final response letter as soon as we can and within 30 days of the date we received your complaint. For issues concerning hardship, default notices or postponement of enforcement proceedings, we will provide a response within 21 days.

If there is a reason we need more time to investigate your complaint, we will discuss the reason with you so that you are kept fully informed.

Australian Financial Complaints Authority (AFCA)

If you are not happy with our findings, you can escalate your complaint to AFCA. AFCA is an external dispute resolution service that provides you with an independent mechanism to resolve complaints about your financial services provider, free of charge.

You can lodge a complaint with AFCA via:

Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
Website: www.afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Australia

Payment options through Affirm are provided by these lending partners: affirm.com/lenders. Your rate will be 0–36% APR based on credit, and is subject to an eligibility check. Affirm Pay in 4 payment option is 0% APR.

Options depend on your purchase amount and may vary by merchant. A down payment may be required. For example, at a purchase price of $400 you could pay a down payment of $80, followed by 12 monthly payments of $28.88 at 15% APR or 4 interest-free payments of $100 every 2 weeks. Affirm availability and eligibility may vary. Restrictions apply. See affirm.com/terms#use.

The Affirm Money™ Account is held with Cross River Bank (CRB), Member FDIC. Affirm is not a bank. FDIC insurance covers accounts held with CRB in the event CRB fails. California residents: Affirm Loan Services, LLC is licensed by the Department of Financial Protection and Innovation. Loans are made or arranged pursuant to California Financing Law license 60DBO-111681.

The Affirm Card is a Visa® debit card issued by Evolve Bank & Trust (Evolve) or Stride Bank, N.A. (Stride), Members FDIC, pursuant to licenses from Visa U.S.A. Inc. Affirm is not a bank. FDIC insurance will only cover the failure of Evolve and/or Stride. Learn more. The Affirm Card is not available to residents of U.S. territories.

The one-time-use Affirm virtual card is issued by CRB, Sutton Bank, or Celtic Bank, Members FDIC, pursuant to a license from Visa U.S.A. Inc. Affirm, Inc., NMLS ID 1883087. Affirm Loan Services, LLC, NMLS ID 1479506. For licenses and disclosures, see affirm.com/licenses.