Complaints
We know that things don’t always go to plan. Sometimes we get things wrong and sometimes our Merchant Partners get things wrong for our Customers
Making a Complaint? Or simply want to help us to do things better?
We’re sorry we haven’t lived up to your expectations. Although we strive to offer best-in-class service, we are human and therefore occasionally we don’t get it right. So, if there’s something that you’re not happy about, let us know so that we can put it right.
How can you tell us or obtain further information?
- Email: complaints@duologi.com
- Telephone: 0330 11 88 938 – (Note that we may record your call)
- Website: www.duologi.com/complaints
- Post: Duologi, The Square, Arena, Basing View, Basingstoke, Hampshire, RG21 4EB
What should you tell us?
- Your agreement number (if you have it); or
- Your name and address (so we know who you are and can contact you directly)
- What happened and when (just roughly)?
- What issue this caused (if not obvious from the above)?
- What would be helpful to you as part of any resolution?
What will we do?
- We will start investigating and do our best to resolve your complaint straight away but sometimes it can take longer, so:
- If we can resolve your complaint within three days, we’ll write to you and confirm that we have resolved your concerns.
- If we can’t resolve your concerns within three days, we’ll write to you, acknowledge your complaint and let you know the contact details of the person investigating your complaint.
- We will aim to resolve your complaint as quickly as possible, however, if we haven’t been able to resolve it by the end of four weeks, we will write to you again to let you know.
- Once we have thoroughly investigated your complaint, we will send you a final response letter, which explains our decision on your complaint, how we plan to resolve it and also whether you have the right to refer your case to the Financial Ombudsman Service.
The Financial Ombudsman Service
The Financial Ombudsman Service is an independent organisation. They sort out complaints that consumers and financial businesses haven’t been able to resolve between themselves. If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with our resolution of your complaint, you can refer your case to the Financial Ombudsman Service.
Please note: Not all complaints about our products can be referred to the Financial Ombudsman Service.
If your complaint is not eligible for referral, our final response will clearly state this and explain the reason why.
If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you’ll need to do this within six months of receiving our final response letter.
To find out more about the service visit www.financial-ombudsman.org.uk.
You can also contact the Financial Ombudsman Service
- By post: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR
- By phone: 0800 023 4567
We’re keen for our Merchant Partners to share with us their experiences of working with duologi. If you have any concerns or feedback that will enable us to improve the way we support you and/or your Customers, then let us know.
We promise we will investigate your concerns thoroughly and in a timely manner. We will then let you know what we found and where appropriate what we have done to resolve your concerns (if this is within our control).
Customer Complaints?
As you are probably aware, for FCA regulated lending, Consumer Credit legislation confers certain rights on Customers to refer their complaint to the lender, where they have been unable to resolve the issue with the merchant.
This is only in cases where they feel, the goods are not of merchantable quality or where they believe there has been a mis-representation or breach of contract by the merchant when the goods or services were sold to them. The effect of such legislation means that Duologi can be held jointly responsible for remedying the concern, if the concern is substantiated.
Therefore, if a Customer refers such a case to us, we will ask you to investigate and then take appropriate steps to resolve the complaint within 30 days.
Where a complaint is not resolved within 30 days, duologi reserves the right to cancel the finance agreement with the Customer and request immediate repayment from the Merchant of any monies due to duologi.
It is therefore important that merchants work with the Customer to come to a mutually agreeable resolution and we will work with you and the Customer to this end.
Ways to Contact Us?
If you are unhappy with any aspect of our service, the easiest way to let us know is by telephone, email or post:
Telephone: 0345 5211 881 (note that we may record your call)
Email: complaints@duologi.com
Post: Duologi Complaints, The Square, Arena, Basing View, Basingstoke, Hampshire, RG21 4EB
What Information Should You Provide?
- Your Merchant name and address (so we know who you are and can contact you directly) What happened and when?
- What issue this caused (if not obvious from the above)?
- How would you like us to put it right?
What Will We Do?
We promise that we will investigate your concerns thoroughly and as quickly as possible. We will always try to resolve your complaint immediately.
However, sometimes this may not be possible, for example if we need to talk to third parties about the issue.
If we haven’t been able to resolve your complaint within four weeks, we will write you again to explain when we believe we will be able to respond to you.
Once we have thoroughly investigated your complaint, we will write to you again to confirm the outcome of our investigations.
If we haven’t been able to resolve your complaint within eight weeks, we will write to you, to let you know this.