Complaints Handling

DLL Ireland aims to deliver a platinum level of service in everything we do. DLL endeavor to deal with complaints in a timely and competent manner and aims to make the best efforts to resolve the complaint.

Please tell us if you have a complaint. We view this as an opportunity to better understand your needs as well as a key influence during our journey to continuously improve our products and services. Please also tell us if you are happy with us.

If our service has not met your expectations, you have the right to submit a complaint. Once your complaint is received, we will do our utmost to provide a satisfactory resolution to the issue. DLL value our customer feedback and we also use this an opportunity to further improve our service level offering.

You can submit your complaint in a number of ways;

  1. Online
    • Form below
  2. E-mail
    • Customer Services Team at operations-ireland@dllgroup.com
  3. Phone
    • 353 (0)1 481 4100
  4. In Writing
    Write to our Customer Complaints team at:
    DLL Leasing DAC
    76 Sir John Rogerson’s Quay
    Dublin 2
    D02 C9D0

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Our complaints handling process explained

Our Commitment
We aim to resolve all complaints in a fair, prompt, and consistent manner and within reasonable timeframes.

How We Respond to Complaints
Where possible we aim to acknowledge complaints within 24 hours following receipt of a complaint. This acknowledgement will be sent to you by paper or email.

Acknowledgement
DLL Ireland aim to resolve all complaints within 5 working days of receipt. Where a resolution is not possible within the 5 working days, as a detailed investigation into your complaint is required, we will acknowledge this in writing by paper or email.

Your complaint will be investigated by an employee of sufficient competence who was not involved in the matter which is the subject of the complaint, and who has experience of handing complaints. We will then provide a written response on completion of our investigation.

If you have any questions, or further information that may assist us in investigating your complaint, you should contact this individual using the contact details provided.

Response
Where we have not been able to resolve your complaint within 40 days of receipt, we will acknowledge it in writing (by paper, email) clearly explaining the reason, and advise you when we expect to provide a full response. We will keep you informed until the matter is settled.

Financial Services and Pensions Ombudsman
DLL will always do it’s best to resolve your complaint. However, if you feel your complaint has not been adequately resolved, you can refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) which is an independent body.

The FSPO will ask you to raise your complaint with us first, before you go to them, and they will also ask to see a copy of our final response letter to you.

Contact the Financial Services and Pensions Ombudsman at:
Email: FSPO at info@fspo.ie
Telephone: 01 567 7000.
Website: www.fspo.ie

Complaints about the processing of personal data
We would also like to refer you to our Privacy Statement on our website for information about reporting a complaint on the processing of personal data.