Complaints Procedure
We aim to provide a first-class service. If something has gone wrong, please tell us so we can put it right.
1. Our commitment
DS Financial is a trading style of DS Financial Group Ltd, which is an Appointed Representative of Stonebridge Mortgage Solutions Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA Firm Reference: 835094). We follow the complaints-handling rules set out in the FCA Handbook (DISP).
We take all complaints seriously and treat customers fairly. There is no charge for raising a complaint, and doing so will not affect any ongoing application or service.
2. How to make a complaint
You can contact us in any of the following ways:
- Phone: 0330 22 333 10
- Email: info@dsfinancial.co.uk
- Post: DS Financial, 49 Station Road, Polegate, East Sussex, BN26 6EA
To help us investigate quickly, please include:
- Your full name and contact details.
- A clear description of your complaint.
- Any relevant dates, reference numbers or documents.
- What you would like us to do to put things right.
3. How we will handle your complaint
We will:
- Acknowledge your complaint within 5 business days of receipt, in writing.
- Investigate your complaint fairly, promptly and thoroughly.
- Keep you updated on progress.
- Send you our final response within 8 weeks of receiving the complaint, in line with FCA DISP rules.
If we cannot give you a final response within 8 weeks, we will write to you explaining why and tell you when you can expect a final response. We will also remind you of your right to refer the matter to the Financial Ombudsman Service.
4. If you are not satisfied with our response
If you remain dissatisfied with our final response, or if 8 weeks have passed without a final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial businesses.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Phone: 0800 023 4567 (free from UK landlines and mobiles)
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
You normally have six months from the date of our final response to refer your complaint to the FOS.
5. Eligibility
The Financial Ombudsman Service is available to most private individuals and small businesses. Full eligibility criteria are set out on the FOS website.
6. Our principal firm
As an Appointed Representative, complaints may also be handled by our principal firm, Stonebridge Mortgage Solutions Ltd. We will let you know if your complaint is passed to them.