Make a complaint about Afterpay

Help

How can we help?

Make a complaint about Afterpay

If you'd like to make a complaint, we're here to help. Please provide us with as much detail as possible so we can start resolving the matter with you. 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.

How to raise a complaint

You can submit your complaint in several ways. For accessibility options before you get started, visit our Contact Afterpay Support help article.

Our complaint policy is available on our website https://www.afterpay.com/en-NZ/complaints-policy

Chat with us (24/7)

The fastest way to get help is through the Afterpay app. To start a chat with our support team, go to My Afterpay > Support. Chat support is available 24 hours a day, 7 days a week.

Call us

You can call our dedicated support team +64 800 461 268 every day between:

Monday to Friday: 10am - 9pm NZST
Saturday to Sunday: 10am - 7pm NZST

Please note: Our offices and phone lines are closed on all nationally recognised Australian public holidays.

Complete our contact form

If you don't have the Afterpay app, you can complete a contact form and a team member will respond as soon as possible.

What you can expect

We'll acknowledge your complaint promptly
We aim to acknowledge all complaints within 1 business day or as soon as practicable.

We'll work to resolve your complaint quickly
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 complaints within 21 days
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.

We'll keep you informed
If we’re unable to resolve your complaint within 21 days, we’ll notify you of the reason for the delay and provide an expected timeframe that you can expect a resolution.

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 Financial Dispute Resolution Service (FDRS) and FDRS’s contact details.

Additional information we might need

In some cases we may need to request additional information from you to help us investigate or resolve your complaint. We’d appreciate your cooperation in providing this promptly so we can work towards a solution as quickly as possible.

Not satisfied with the outcome of our internal dispute resolution process?

We are a registered member of Financial Dispute Resolution Service NZ (FDRS NZ). If you are not satisfied with the outcome of our internal dispute resolution process after it has been through our internal disputes process above, you can contact the FDRS using the contact details listed below: