COMPLAINTS PROCEDURE

Our customers are important to us at DYB Limited. We aim to exceed our customer’s expectations every time; however, there may be occasions where we fall short in some way. If this does happen, we want to know.

DYB Limited can reassure you that every complaint is taken very seriously and dealt in accordance with the GDPR legislation and Data Protection Act 2018, and with our internal complaints procedure, which are designed to resolve your concerns quickly and efficiently.

How Can I Make A Complaint?

Write to us: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ.

E-mail: [email protected]

Tel: +44 1264980000

What Happens Next?

Your complaint will be logged on our compliance system and allocated to a member of the Compliance Team to investigate. You will receive an acknowledgment either in writing or by e-mail within 5 working days of receipt.

Depending on the nature of your complaint:

Within 2 weeks, after receipt of a complaint, we will send to you either:

• A written reply to your complaint, what we have done to resolve it and what to do if you are not happy with the outcome.
• An update to your complaint, what we are doing to try and resolve it and what the timescales are likely to be.
• A decision that we have not upheld your complaint and what you can do to escalate it if you are not happy.

Under the GDPR regulations we must complete your subject access requests within 30 days. We always aim to complete any complaints within this timescale too.

Appropriate redress will not always involve financial redress.