Complaints Policy

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with any aspect of the goods you purchased with us, you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0121 224 7300
e-mail: sales@audioaffair.co.uk
Address: Audio Affair, 3 Gibb Street, Birmingham, B9 4BF.
Further contact details are available here

If your complaint relates to a finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna Personal Finance. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

For further information regards how Novuna will handle your complaint, timescales and further support please visit Novuna's website at https://www.novunapersonalfinance.co.uk/complaints/

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:
- Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0300 123 9 123
- E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website https://www.financial-ombudsman.org.uk