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:
- Email firstname.lastname@example.org
- Phone us on +44 (0)28 40629524
- Write to us at DRA, 34 Kenlis Street, Banbridge, County Down, BT32 3LL
We will acknowledge your complaint within five working days and usually give our final response within four weeks of receipt but we may take up to eight weeks in exceptional circumstances.
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
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
Newcastle upon Tyne
Tel: 0191 217 0775