Afterpay Complaints Policy - New Zealand

If you have a complaint, we’re here to help.

We’ll handle your concern in a way that’s fair, transparent, and timely - and it won’t cost you anything to lodge a complaint.

What you can expect: 

• We aim to acknowledge all complaints within 1 business day or as soon as reasonably practicable; 
• We aim to resolve your complaint within 5 business days. If your complaint takes longer to resolve, we will provide you with an initial response within 10 business days.
• We aim to resolve all complaints within 21 days; and
• If we can't resolve your complaint within 21 days, we will notify you as soon as possible of the reason for the delay and let you know when we expect to be able to resolve your complaint.
• When we have completed our investigation of your complaint, we will provide you with a written response which will include the outcome of our investigation, your right to take your complaint to the FDRS and FDRS’s contact details.

Please Note. We may ask for additional documentation from you to assist in resolving any complaints or disputes.