If you are dis-satisfied with the service provided by us you may complain to DPA in the following ways or by any reasonable means.
Over the telephone
After your initial enquiry, a complaints handler will call you at a convenient time. The handler will require as much detail in relation to your complaint as possible during the conversation. At this point you are able, if you wish, to make an appointment to see our complaints handler.
You can email firstname.lastname@example.org however we strongly advise that complaints be submitted in writing as spam filters can prevent emails from certain servers. You can also use our contact form at dpaclaims.co.uk/contact-us
By writing to us
Please write to us at our head office providing details of your complaint; Complaints Officer, DPA Associates ltd, Office 12, Scott Bader Innovation Centre, High Street, Wollaston, NN29 7RL. If you would only like us to correspond in writing then please let us know.
Acknowledging your complaint
We will acknowledge your complaint within 5 working days however we may request further information. At this point we will also provide a copy of our complaint procedure.
Investigating your complaint
Our complaints handler will deal with your complaint as quickly as possible. Ideally he/she will not have been directly involved with the complaint and they will have sufficient competence to deal with the complaint. Part of the investigation may require a telephone conversation with you to gather any additional information unless you have specified that you would only like us to correspond in writing.
Resolving your complaint
The complaints handler will respond within 4 weeks of receiving a complaint with a final response unless DPA is not at that time in a position to give a response at which point DPA will let you know when they are in a position to provide a final response in any case this will be within a maximum of 8 weeks of receiving the complaint. DPA will respond to complaints in a way which adequately addresses the subject of the complaint, and where the complaint is upheld, DPA may offer redress. The handler will have the necessary authority to settle the complaint or will have ready access to someone who has the necessary authority.
Within 8 weeks of receiving the complaint, DPA will have sent a final response or a response which explains that DPA is still not in a position to make a final response, the reasons for the delay and an indication when a final response will be provided. At this point you will be able to refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.
The Legal Ombudsman
You are able to refer your complaint to the Legal Ombudsman if a final decision is not made within 8 weeks of DPA receiving your complaint or acknowledgement is not made within 5 days. You may also refer your complaint to the Legal Ombudsman if you are not satisfied with the decision made by DPA. This should be done within 6 months of our final decision being issued. Their contact details are shown below:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Telephone: 0300 555 0333 0830-1730 (calls may be recorded). Email: email@example.com