Complaints Handling

Customer service is a vital part of DLL’s mission. We cherish your feedback and aim to solve all complaints in an efficient and consistent way and do our absolute best to correct the root causes.

All feedback is a valuable opportunity for us to better understand the needs of our customers and to constantly improve our ways of working and the products we offer. Please let us also know, if you are happy with us and want to leave positive feedback.

You can send your feedback / complaint by filling and submitting this form.

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You can also submit your complaint giving full details by phone or email:

Phone: +358 9 2285080
Email: asiakaspalvelu@dllgroup.com

Our complaints handling process explained

Our Commitment
We aim to resolve all complaints in a fair, efficient, and consistent way. Our aim is to solve all complaints internally and as quickly as possible.

Handling process
Our goal is to respond to all complaints as quickly as possible. In case the handling of the complaint takes longer than usual, we will inform about this via email to the address you have provided. Each complaint is handled by an employee who has training for complaint handling and has no bonds to the subject of the complaint. In case you have any questions or more information that could help us solve the issue, you are welcomed to contact our customer service.

Response
In case we are not able to solve your complaint within 30 days after receiving it, we will contact you via email and send you an update of the handling process and a timeline when we expect to be able to provide additional information. We will provide a written solution to the complaint 8 weeks at the latest after receiving your complaint.

Complaints about the processing of personal data
We would like to refer to the privacy statement on our website for information about reporting a complaint about the processing of personal data.