Making a complaint

At Dial Direct, we want your experience with us to be a positive one. That said, we know things can sometimes go wrong. If you’re unhappy with any part of our service, letting us know gives us the opportunity to sort things out and do better next time.

What you can expect from us.

If you make a complaint, we’ll do our best to:

• Let you know we’ve received it as quickly as possible
• Resolve the issue promptly
• Clearly explain our decision and your options if you’re not satisfied
• Carefully consider what’s gone wrong to help improve our service

What happens next

Where possible, we aim to resolve complaints within three working days. If we do, we’ll confirm this in writing.

If we need more time to look into the issue, we’ll send you a letter to confirm this and let you know when you can expect an update. We’ll keep you informed while we investigate.

Once we’ve finished reviewing your complaint, we’ll write to you with our final response. This will either:

• Confirm that we agree with your complaint and explain how we’ll put things right, or;
• Set out why we don’t agree, with a clear explanation of our decision

If at the end of the process you remain dissatisfied, you may contact the Financial Ombudsman Service.

The Financial Ombudsman Service can be reached via http://www.financial-ombudsman.org.uk/ or you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

There are a couple of ways to make a complaint:

• Live Chat –  You will need to log in to your My Account to start a webchat. We are online 8am – 6pm, Monday to Friday, 9am – 5pm on Saturday and closed on Sundays.
• Writing to us at: Complaints, Dial Direct, Complaints Department, Nile Street, Burslem, Stoke-On-Trent ST6 2BA