1. Introduction

We are regulated by the Financial Conduct Authority (FCA) and have a duty to comply with all FCA requirements and standards. We take these responsibilities very seriously.

2. Making a complaint

We hope you find our service of great benefit and hope that you never feel the need to complain. However, in the event that you find incorrect or missing information on our website, then we have put in place a straightforward procedure for you to raise a complaint in order that we may correct the issue.

In all instances, you should email your complaint to legal@dl.uk. This email is monitored every day.

3. Time limits

We aim to address and resolve any complaints we receive as quickly as possible and abide by FCA regulations on complaint handling.

We monitor our complaints email address during office hours and will acknowledge receipt of a complaint within 5 working days.

Your complaint will be sent to the relevant department to be investigated. We will keep you updated with their findings.

We have a duty to either resolve your complaint or send you a holding letter explaining any delay within 4 weeks.

A final decision regarding your complaint must be sent to you within 8 weeks from the receipt of the complaint.

4. Contacts

Financial Ombudsman Service

You can find a complaint form on the Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/contact-us) or return the form via email to complaint.info@financial-ombudsman.org.uk or post it to Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Dispute Resolution

If you are seeking an alternative form of dispute resolution, the European Online Dispute Resolution Platform (http://ec.europa.eu/odr) provides further guidance.