Daniels Silverman Complaints Procedure

Daniels Silverman Limited always aim to achieve the highest possible standards in all areas of our business and particularly in dealing with our customers and with those we contact regarding accounts we are collecting.There are of course times when things go wrong. This page sets out our internal complaints procedure, and advises you to whom you can complain, and how you can expect your complaint to be dealt with.

Freephone 0800 694 2272

Alternatively, feel free to use the form below

 

Your details will not be passed on to third parties.

Please complete and submit the form below. We will respond to your complaint within 24 hours. Alternatively you can call us on 0151 707 6061.

 

OUR COMMITMENT

Daniels Silverman Limited always aim to achieve the highest possible standards in all areas of our business and particularly in dealing with our customers.

We do of course appreciate that there are times when things go wrong. This page sets out our internal complaints procedure, and advises you to whom you can complain, and how you can expect your complaint to be dealt with.

What is a complaint?

If you tell us that you are dissatisfied with the service we provide, for whatever reason, this is a complaint and it will be dealt with under this procedure. We usually find that if you have issues that arise it is best to talk to us, most issues can be resolved there and then. If however you remain dissatisfied you can engage our complaints procedure below.

How TO make a complaint

You can make a complaint in person at our office, or

By telephone
0151 707 6061 Monday to Friday 9am to 5pm
By letter
you can send a letter to letter addressed to our Complaints Manager, Mrs. Dodd, 210-212 Queens Dock Commercial Centre, Norfolk Street, Liverpool, L1 0BG
By fax
0151 707 6062 or
By email
compliance@danielssilverman.co.uk

Please make sure that you give us as much information as possible, and make sure that you tell us why you are making a complaint. If your complaint is regarding a member of staff please make sure you tell us who you spoke to, when you spoke to them and what you were unhappy about. Please let us know how our actions have affected you and what you would you like us to do to put things right.

OUR ACKNOWLEDGEMENT

We will send you acknowledgement of your complaint within 1 working day of receipt and tell you who is dealing with your complaint. 

OUR RESPONSE

We aim to fully complete our investigations within 4 weeks from receipt of your complaint and send you our final response, we do however, in accordance with regulatory requirements have 8 weeks to issue you with our final response.
If for any reason we are unable to send our final response by week 4 we will write to you to keep you informed about our progress. However, In any case, our final response will be issued no later than week 8.

IF YOU ARE DISSATISFIED WITH OUR RESPONSE

Everyone we deal with is covered by this complaints procedure.
We appreciate that there will be instances where you are not happy with our final response, or if we have not responded to you within 8 weeks, you may therefore refer the matter to the Financial Ombudsman Service (FOS) within 6 months of our final response. Their contact details are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel - 0800 023 4567 (free on mobile phones and landlines)
Tel - 0300 123 9123 (calls cost no more than calls to 01 and 02 numbers)
Email - complaint.info@financial-ombudsman.org.uk
Web - www.financial-ombudsman.org.uk

Please do note that there are only certain cases FOS will investigate, your particular issue may not be within their jurisdiction. For more information a leaflet regarding their services can be viewed at
http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Please do note that there are only certain cases FOS will investigate, your particular issue may not be within their jurisdiction. For more information a leaflet regarding their services can be viewed at www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

As members of the Credit Services Association, you also have a right to refer the matter to the Credit Services Association who may be willing to mediate. Their contact details are
Credit Services Association
2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle upon Tyne
NE13 9BA
Tel - 0191 217 0775
Web - www.csaconsumers-uk.com

Client Testimonials

Cavity Dental Staff was delighted when Daniels Silverman recovered 100 per cent of the debt owed to them. Sharon Dunne, Director, said: "We were impressed with the recovery rate and found the service very easy to use. We would definitely use Daniels Silverman again and would recommend them without hesitation."

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