DSG Financial Services Ltd (trading as Motor Loans Direct) - Complaints Handling
It is the aim of DSG Financial Services Ltd (trading as Motor Loans Direct)
to provide a very high standard of service to every client. It is important to us that
all complaints are resolved as quickly as possible and to the complete satisfaction of
This procedure explains how we will deal with any complaints. It also tells you what
you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service then we would like to hear
from you. You can contact us by telephone or in writing and your complaint will be
resolved by the appropriate person in the shortest possible time.
To help us to investigate and resolve your concerns as quickly as possible, you
should in the first instance contact the department with which you have been
dealing. To help us resolve your problem you should provide the following
- Your full name and contact information
- Full details of your complaint
- Your agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
We will try to resolve your complaint immediately; however, sometimes
this may not be possible. In the unlikely event that we are not able to
resolve your complaint by the end of the third business day after it
is received, we will keep you informed of the progress of our
investigations and provide our final response in writing providing our
findings and the action to then take.
If you have arranged a regulated finance agreement with us and are not satisfied with
our final response, you may be eligible to refer the matter to the Financial Ombudsman
Service. You must do this within six months of our final response. When we send you our
final response, we will also provide you with a copy of the Financial Ombudsman
Service's explanatory leaflet.
If you have any questions in relation to our complaints handling procedure, please
contact Mark Lloyd, Head of Compliance, who will be happy to assist you.
DSG Financial Services Limited, Unity House, Bird Hall Lane, Hercules Park, Stockport, Cheshire, SK3 0UX.
Phone: 0161 406 3950