External Complaints Procedure
Find out how we handle and investigate complaints, the timescales you can expect and what to do if you’re not satisfied with the outcome.
Find out how we handle and investigate complaints, the timescales you can expect and what to do if you’re not satisfied with the outcome.
How Well Dunn Limited handles complaints
We aim to treat our customers fairly at all times, especially when they feel they have cause for complaint. We take any complaint very seriously.
Any complaint, whether made in writing or verbally, is immediately referred to our Complaints team. We also record any complaint we receive. Our Customer Outcomes Manager is responsible for ensuring that we thoroughly investigate any complaints.
As soon as a complaint is received:
All complaints whether written or verbal will be acknowledged by the Complaints team via email
within five business days of receipt. This acknowledgement letter will also detail our Complaints procedure.
If the complaint can be resolved within five business days our acknowledgement email will also outline the result of our investigation, unless the complaint can be resolved to your satisfaction by the end of three business days after receipt when we will provide you with a summary of the resolution of the complaint.
If our investigation is not resolved within five business days, our acknowledgement email will confirm that we will:
Investigate the complaint and aim to respond within four weeks of receiving the complaint and no later than eight weeks
If we cannot complete the investigation within four weeks of receiving the complaint, we will contact you again giving the reason for the delay and advise on when the response will be issued
Explain that on completion of our investigation, we will inform the complainant of the outcome and the options available to them.
If the complaint is about another party, such as an insurer with whom we have placed business, we will refer the details of the complaint to the third party and confirm this course of action to the complainant.
After we have investigated the complaint:
Immediately on completion of our investigation our Complaints team will write to the complainant notifying them of the outcome of our investigation.
We will set out the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and in line with recommendations from the Financial Ombudsman Service.
Our letter will also advise that if the complainant is not satisfied with the outcome they may refer the matter to the Financial Ombudsman Service and will point out that such a referral should be made within the next six months or they may lose that right.
Our letter will include the name, website address and telephone number of the Ombudsman and a leaflet which explains the Ombudsman arrangements.
If we cannot resolve the complaint within eight weeks:
While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints team will write to the complainant again. We will inform them of the reasons for the further delay and advise that if they are not satisfied with our progress they may refer the complaint to the Financial Ombudsman Service. See www.financial-ombudsman.org.uk for further details.
This letter will also point out that such a referral should be made within the next six months or the complainant may lose that right. Our letter will include the name, address, telephone number and website address of the Ombudsman and a leaflet which explains the Ombudsman arrangements.
Revised APRIL 2024