Complaints

We aim to provide a high standard of service, but if something goes wrong, we want to know.

How to complain

If you're unhappy with any aspect of our service, please let us know. You can get in touch in any of the following ways:

Email complaints@decello.co.uk

Telephone 01484 244 244

Post Decello Ltd
3M Buckley Innovation Centre
Firth Street, Huddersfield, HD1 3BD

Please give us as much detail as you can, including your policy or reference number, so we can look into your complaint quickly.

What happens next

We will acknowledge your complaint promptly and investigate it thoroughly and fairly. Our aim is to resolve most complaints quickly, but where more time is needed, we will keep you updated on progress.

Within 5 days

We will send you a written acknowledgement of your complaint.

Within 4 weeks

We will either resolve your complaint and issue a final response, or write to explain why we need more time.

Within 8 weeks

We will send you a final response, or explain why we're still unable to and tell you when to expect one.

If you're not satisfied with our final response, or if 8 weeks have passed and we haven't resolved your complaint, you may be able to refer it to the Financial Ombudsman Service.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free, independent service for resolving disputes between financial services firms and their customers. Eligible complainants generally include private individuals and small businesses, charities and trusts that meet the FOS's eligibility criteria.

You can refer your complaint to the Financial Ombudsman Service within 6 months of our final response. Their contact details are:

Financial Ombudsman Service

Exchange Tower
London, E14 9SR

0800 023 4567 complaint.info@financial-ombudsman.org.uk financial-ombudsman.org.uk ↗