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:

By email:
complaints@dd-fs.co.uk

In writing:
Deal Direct FS Ltd
H2B, Universal Marina,
Crableck Lane
Southampton
Hampshire
SO31 7ZN

By telephone:
0800 029 1671

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:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567.

Email: complaints@dd-fs.co.uk

Further information about the FOS can be found on their website at www.financial-ombudsman.org.uk.

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