Complaints Procedure
We’re committed to providing high standards of service
Our customers are very important to us and we’re very committed to giving them the highest quality service we can. So if you’re not happy with our service, please let us know so we can put things right.
Complaint Resolution Process
How to contact us with a complaint
You may find it easiest to contact us by email. However you can also write to us with the details of your complaint, or telephone our customer service team.
Please remember to include these details:
- Your name
- Email address associated to your account.
- A description of your complaint, including supporting documentation
- What we can do to put things right.
By email:
In writing:
Deal Direct Financial Solutions Limited
Suite B 2nd Floor
3500 Parkway
Solent Business Park
Whiteley
PO15 7AL
By telephone:
We’re here to help 09.30 – 18.00 Monday to Friday
How long will it take?
We will acknowledge your complaint within 5 business days and we’ll try to resolve it as soon as possible. If your complaint is complicated this may take some time, but we will keep you regularly updated about our progress and let you know if we need any further information from you.
We’ll send you our final response within 8 weeks. If we can’t respond in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint at this point, you can refer it to the Financial Ombudsman Service.
Financial Ombudsman Service (FOS)
If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:
Further information about the FOS can be found on their website at www.financial-ombudsman.org.uk.