Complaints Handling

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DRA’s employees are committed to providing an effective complaints handling system for complainants. We acknowledge your right to complain or make comment on our performance and we actively encourage you to provide feedback on our service standards, products, processes, systems and employees. We have a written complaints policy and established complaints handling process.



DRA’s complaints policy and complaints handling process is designed to ensure fairness for both the complainant and any DRA employee who has a complaint made against them. Our investigation of a complaint will be objective and will be conducted by a senior member of staff.

If you wish to complain you can do so using any of the following methods:


If you are not satisfied with our response

We understand and appreciate that there may be instances where you are not happy with our final response, or, in exceptional cases, if we have not responded within 8 weeks.

You may contact the Financial Ombudsman Service for any accounts formed under the Consumer Credit Act 1974. There details are as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 020 7964 1000 (switchboard)



We are also member of the Credit Services Association and you may make a complaint direct to them at:

Credit Services Association
2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle upon Tyne
NE13 9BA

Tel: 0191 217 0775