Complaint Policy – Loan Consolidation

Our commitment to you

Our goal is to provide excellent service to all our customers. We take all complaints seriously and aim to resolve all problems as soon as we can.

This page explains how we will deal with your complaint. It also tells you what you can do if you’re not satisfied with how your complaint has been resolved.

If you want to make a complaint

If you’ve been unhappy with any part of our services, we would like to hear from you. We welcome your feedback as it gives us the opportunity to put things right for you and improve our service for other customers.

You can raise your complaint over the telephone or in writing, by sending us an email or a letter:

Phone: 0151 33200149
Email: complaints@deevalleyfinance.org
Address: Dee Valley Finance, Red Hill House, 41 Hope Street, Chester, CH4 8BU

We aim to resolve your complaint as soon as possible, however sometimes things can take a little more time. We may ask you for further information to allow us to better understand your concerns.

You can also complain to the ombudsman: complaint.info@financial-ombudsman.org.uk

How we will deal with your complaint

Your complaint will be investigated upon receipt and we will try our best to resolve it as soon as we can. If your complaint remains unresolved after the close of 3 business days following receipt, we will acknowledge your complaint in writing within 5 business days.

During our investigation, it is possible that we could ask you for more information. This is only so that we can better understand your concerns and make sure that we give a satisfactory response to your complaint.

Final or other response

If you’re not satisfied with our response, you may be eligible to take your complaint to the Financial Ombudsman Service who will review it. You must do this within six months of our final response.

If you’re not satisfied with our response

If you’re not satisfied with our response, you may be eligible to take your complaint to the Financial Ombudsman Service who will review it. You must do this within six months of our response.

Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Call: 0800 023 4 567 — calls to this number are normally free from a “fixed line” phone; charges may apply if you call from a mobile phone. Or 0300 123 9 123 — calls are charged at the same rate as 01/02 numbers on mobile tariffs. Or +44 20 7964 0500 if you are calling from outside the UK.

Further detail on how to contact the Financial Ombudsman Service and other information about the service can also be found via their website at www.financial-ombudsman.org.uk.