Complaints Handling

Customer Service is strongly embedded in DLL. DLL aims to deal with complaints in a timely and competent manner and aims to make the best efforts to correct the issue.

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.

You can submit your complaint or suggestion to us using this form.

* Required fields

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

Phone: +46 8-781 05 40
Email: kundservice@dllgroup.com

Our complaints handling process explained

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

How We Respond to Complaints
Our goal is to respond to your complaint within 2 working days, but depending on the nature of the case, other lead times may occur. We strive to keep you updated continuously on what is happening with your case.

Acknowledgement
If further investigation of your case is needed, we will confirm receipt of your complaint and inform you of expected lead times. Your complaint will be investigated by an employee with the right skills (customer representative) who was not involved in the issue that is the subject of the complaint, and who has experience of handling complaints.

If you have any questions or additional information that can help us investigate your complaint, you should contact our customer care representative.

Response
If we have not been able to resolve your complaint within 30 days of receipt, we will contact you with information on how the investigation of your complaint is progressing and when we expect to be able to provide information.

Within eight weeks of receipt of your complaint, we will provide a written response to your complaint stating our position and / or an offer of rectification when deemed appropriate.

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.