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
0151 707 6061, Monday to Friday 9am to 5pm
By letter
Send a letter to letter addressed to our Complaints Manager Laura Kent, at 210-212 Queens Dock Commercial Centre, Norfolk Street, Liverpool, L1 0BG
By fax 
0151 707 6062
By email 
compliance@danielssilverman.co.uk

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 within one working day of 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
London
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: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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

As members of the Credit Services Association, you have a right to refer the matter to the Credit Services Association who may be willing to mediate. Their contact details are:

Credit Services Association
2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle upon Tyne
NE13 9BA
Tel: 0191 217 0775
Website: www.csaconsumers-uk.com

Please complete and submit the form below. We will respond to your complaint within 24 hours.

Alternatively, you can call us on 0800 953 3630.