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Complaints Procedure

DSG Financial Services Limited - Complaints Policy

This policy sets out the processes by which the DSG Group firms demonstrate and

evidence their processes regarding complaints

The document considers what steps all DSG group firms are required to take to

ensure that:

● Complaints will be identified and acknowledged; comprehensively, 
independently and fairly investigated and where appropriate redress paid 
● Customers understand that they have the right to complain to FOS if they are 
unsatisfied with the way that their complaint has been handled 
● Customers are kept informed 
● Appropriate staff will keep up to date with FOS determinations and redress 
● Complaints information will be recorded and reported to the FCA, emerging 
trends will be analysed and remedial action taken 
The following areas are considered in this policy document: 
● What is a complaint 
● How and where to complain 
● Who handles complaints 
● How we respond to complaints 
● Summary Resolution Communication 
● Final Response Letter 

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● The Financial Ombudsman Service

● Recording complaints data

● Complaints Recording Spreadsheet

● Summary Resolution Communication template

● Table of Policy Update/History

What is a complaint?

The Financial Conduct Authority (FCA) defines a complaint as: 'Any expression of 

dissatisfaction, whether oral or written, and whether justified or not, from or on behalf

of an eligible complainant about the firm's provision of, or failure to provide, a

financial service'.

How and where to complain

A complaint does not have to be in writing, we accept complaints by telephone, email

and post.

In writing – address your letter to: Compliance Department, DSG Group, Unity

House, Bird Hall Lane, Cheadle SK3 0UX

By telephone – 0161 406 3931

By email – [email protected]

Who handles complaints?

Complaints received are immediately passed to the compliance department.

How we respond to complaints

We aim to resolve your complaint within three business days following receipt of the


If this is not possible, we will send an acknowledgment letter to the complainant

(within five business days) and advise when a full response can be expected.

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This letter will confirm that we have received the complaint and it is being dealt with.

It will include the name and contact details of the person dealing with the complaint.

Summary Resolution Communication

If the complaint is resolved within three business days we will issue a summary

resolution communication to the complainant. This will acknowledge the complaint

and inform the complainant that the respondent considers the complaint to be

resolved. The communication will provide the complainant with the details of the

Financial Ombudsman Service (FOS) confirming that they can refer the complaint to

them if they wish.

Final response letter

The final response letter will explain our final position regarding the complaint. The

letter will

● adequately address the subject matter of the complaint 
● summarise the outcome of our investigations 
● say whether we acknowledge any fault on our part 
● offer redress if the complaint is upheld 
● where redress is financial, provide the complainant with fair compensation for 
any acts or omissions for which we were responsible and comply with any 
offer of redress which the complainant accepts 
● inform the complainant that they may refer the complaint to the FOS if they  are dissatisfied with the final response and confirm that we will consider 
complaints outside of the statutory timescales in place 
● include a copy of the FOS’s explanatory leaflet 

There are three possible outcomes for a Final Response: 

1. we accept the complaint and offer redress

2. we offer redress without accepting the complaint

3. we reject the complaint and give our reasons

Please note that redress will not always involve financial redress.

The Financial Ombudsman Service (FOS)

Our aim is to resolve all complaints internally, however if the complainant is not

satisfied with our resolution, or if eight weeks have passed since the complaint was

first brought to our attention, they may have the right to refer the complaint to the


FOS contact details:

Postal Address

The Financial Ombudsman Service

Exchange Tower

London E14 9SR


▪ 0800 023 4567 (calls should cost no more than 5p a minute for BT customers

- other networks may vary)

▪ 0300 123 9123 (calls to this number will be cheaper if using a mobile phone)

▪ 020 7964 0500 (if caller is ringing from abroad)

[email protected]


The FOS offers a free, independent service and they can help with most financial

complaints. However, there are some limitations on what the FOS can look into and

further information about this can be obtained from them directly.

As a member of the British Vehicle Rental & Leasing Association (BVRLA), you can

also refer your complaint to the BVRLA conciliation service via

[email protected]

Recording complaints data

All complaints received will be logged with full details of the complaint and outcome

on to a centralised document. The person who has handled the complaint is

responsible for ensuring the details are recorded. The Head of Compliance will

report on and analyse the root cause of complaints. Relevant issues will be raised in

senior management/board meetings in order to discuss and review the findings and

where trends are identified, learn from them and establish new procedures to correct

their underlying causes.

Policy Update/History

Policy Version - V1.1

Details of revision proposed - Policy document created to reflect other complaints policy documents currently in use.

Person Making Revision - Mark Lloyd

Date of Revision - Sept 2016