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,
● 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
How and where to complain
A complaint does not have to be in writing, we accept complaints by telephone, email
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 – firstname.lastname@example.org
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.
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
● 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:
The Financial Ombudsman Service
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)
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
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 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