Complaints Procedure

1. Introduction

This complaints procedure relates only to the services provided by us and is not applicable to any third party working on our behalf.

Clients wishing to complain about any third party associated with our company, would need to refer to the complaint's procedure of the third party, alternatively we may be able to assist in referring your complaint to the third party (for example the Insolvency Practitioner to which you were referred).

Dealing Direct Solutions Ltd is committed to giving its clients the highest standards of service and customer care. If you believe that we have not succeeded in achieving this, we encourage your feedback to enable us to rectify any concerns and improves upon services.

A complaint is an expression of dissatisfaction is expressed in writing by the client or on behalf of the client.

All Company staff will receive training on the complaints procedure and will guide complainants to the formal review process.

If our service has caused you some dissatisfaction, or if you are unhappy with our service, Dealing Direct Solutions Ltd would like to hear from you. Our aim is to always be honest, transparent and above all professional when dealing with you as a consumer. If we ever fail in meeting your needs or standards we can assure you we will do everything in our power to put things right for you.

We shall without any hesitation:

Make the complaint process as easy as possible Investigate your complaint and assess what went wrong Resolve your complaint in a fair and efficient manner Ensure you are satisfied with the outcome of your complaint

2. Complaints Received

Any complaint which is received from a client whether verbal or otherwise is treated in the strictest confidence and requires immediate attention.

A complaint can be logged with Dealing Direct Solutions Ltd, either by phone on 0161 519 5000, or by email complaints@dealingdirectsolutions.co.uk

or in writing to:

Merchants House 24-25, Market Place, Stockport SK1 1EU

Once received, a complaint will be assigned to Customer Complaints Manager and it is their role to oversee the process of dealing with the complaint in a fair and appropriate manner.

We will maintain a log of complaints to ensure the results and outcome of investigations are forwarded to the client and the senior management team of Dealing Direct Solutions Ltd.

3. Complaint Responses

The client will be sent a written acknowledgement of the registered complaint within 3 working days of receipt.

A copy of this complaint's procedure will also accompany the acknowledgement.

1. Investigation of Complaints

Investigations of complaints received will be conducted by the Customer Complaints Manager by collating all evidence which may include (but not restricted to) recorded calls, emails, written correspondence, internal or external processes relating to the complaint.

This process can take up to 14 working days and therefore a written final response will be sent to the complainant within that time. If we are not in a position to provide a final response within 14 working days, we will tell you when you can expect to receive a final written response.

We have up to eight weeks beginning the day after we received your complaint to send you our Final Response.

2. Complaints Resolution

Following the issue of the Final Response the Customer Complaints Manager will hope to resolve the issue with the complainant based on the findings.

If you are not satisfied with the outcome or the way that your complaint was handled then you have the right to refer your complaint to the Financial Ombudsman Service (see 3.3 below)

3. Referral to Financial Ombudsman Service

All final written responses are sent will include details about referring your complaint to the Financial Ombudsman Service (FOS). FOS is a free service provided to consumers who will look complaints where a customer may not be satisfied with the outcome.

The Financial Ombudsman Service contact details:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.or.uk

Please note that you have up to 6 months from the date that we issue you our Final Response to refer your complaint to the FOS.

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