Complaints Handling

Customer Service is strongly embedded in DLL. DLL aims to deal with complaints in a timely and competent manner and aims to make the best efforts to correct the issue.

Please tell us if you have a complaint. We view this as an opportunity to better understand your needs as well as a key influence during our journey to continuously improve our products and services. Please also tell us if you are happy with us.

You can submit your complaint or suggestion to us using this form.

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You can also submit your complaint giving full details by phone or email:

Phone: +44 1923 810016
Email: complaints.uk@dllgroup.com

Our complaints handling process explained

Our Commitment
We strive to deliver high levels of satisfaction to all of our customers and aim to resolve every complaint in a fair, transparent, prompt and consistent manner. We also aim to resolve all complaints ourselves, without the need for referral to the Financial Ombudsman Service. We undertake ongoing analysis on complaints and associated trends and use the outputs of this analysis to drive improvements to our service delivery standards.

How We Respond to Complaints
Wherever possible we aim to respond to complaints by email, within 5 business days following receipt of the complaint. However, depending on the nature of the complaint, it may not be possible for us to do so

Acknowledgement
Where further investigation is needed, we will always acknowledge receipt of your complaint, by letter or email within 5 working days of receiving your complaint. We will provide you with details of the DLL employee who will investigate your complaint. They will be of sufficient competence and will not have been involved in the matter which is the subject of the complaint. If you have any questions, or further information that may assist in investigating your complaint, you should contact this person using the contact details provided.

Progress Updates and Closure
Where we have not been able to resolve your complaint within 28 days of receipt, we will write to you to advise of the progress of our investigation and when we expect to be in a position to provide a response. In all instances we will issue our final response to your complaint, in writing, within 8 weeks of receipt. This response will set out the results of our investigation, our position, any planned resolution and, or, any offer of redress, where considered appropriate.

If you are dissatisfied with the conclusion of our investigation or if you feel your complaint has not been adequately resolved, you have the right to refer your complaint to the Financial Ombudsmen Service. This must be made within 6 months of the final response that we issue to you. We will provide you with details on how this can be done together with a copy of the Financial Ombudsman Service’s standard explanatory leaflet.

The Financial Ombudsman Service is an independent organisation with a mandate to help resolve disputes between consumers and businesses providing financial services. Further information on the service can be found on the Financial Ombudsman Service website..

Complaints about the processing of personal data
We would like to refer to the privacy statement on our website for information about reporting a complaint about the processing of personal data.