Complaint Procedure

Daniels Silverman has high standards and works in full compliance of industry rules and standards. We aim to achieve success for our clients, ethically and appropriately.

Occasionally, things don’t go as planned, and it’s important we right any wrongs, so if you have any complaints, please complete and submit the form on this page. Be sure to read our complaints procedure for advice on how to make a complaint, and information on how your complaint will be dealt with.

What constitutes a complaint

If you tell us that you are not satisfied with the service that we provide – for whatever reason – we will consider this a complaint. We find that if an issue arises, it’s best to talk to us and we can usually resolve your issue immediately, though if you are still 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

0800 953 3631, Monday to Friday 9am to 5pm (excluding banks holidays)

By letter

Send a letter to letter addressed to our Complaints Manager, at Daniels Silverman Limited, Pickerings Road, Halebank Industrial Estate, Widnes, Cheshire, WA8 8XW

By Web Form

Please complete the web form opposite including as much detail as possible

What to include?

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 on receipt, detailing who is dealing with your complaint. 

Our response

We aim to fully complete our investigations within four weeks, from receipt of your complaint and our final response. If  we are unable to send our final response by week four, we will keep you informed about our progress. In accordance with regulatory requirements, we have eight weeks to issue you with our final response.

If you are dissatisfied with our response

We appreciate that there will be instances where you are not happy with our final response, in which case you may refer the matter to the Financial Ombudsman Service (FOS) within six months of our final response. Their contact details are:

Financial Ombudsman Service
Exchange Tower
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: [email protected]

Please note that your particular issue may not be within the FOS jurisdiction. More information regarding their services can be viewed here.

Please complete and submit the form below. 

Alternatively, you can call us on 0151 707 6061.