This document applies to all D A Strategy entities, including D A Strategy Ltd., D A Strategy GmbH, and Leander Global Ltd., hereafter referred to as ‘DAS’. DAS strive to do everything to ensure our clients receive the best possible service. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible.If you consider that you have cause to complain, the following information will advise you:
- How to make a complaint
- The procedures we are committed to follow in ensuring your complaint is dealt with promptly, fairly and effectively
- What options are open to you if you are not satisfied with our response
How to make a complaint:
In the event that you wish to make a complaint, you may lodge it in any format (face to face, telephone, letter, fax or email). You may advise any member of our staff or contact us by:
4/F, 2 Minster Court
London EC3R 7BB
firstname.lastname@example.org or staff emails in the following format: email@example.com
Our complaints handling procedure:
Initially your complaint will be assessed to determine if it can be resolved to your satisfaction within three business days of us receiving it. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt.
If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
We will endeavour to resolve your complaint at the earliest possible stage. In order to fully understand the nature of the complaint and how it occurred, we will review all relevant documentation and materials, and speak to the DAS personnel involved in the issue and you, if appropriate. You will be informed of delays that may affect our ability to resolve the complaint in a timely fashion or to your satisfaction. Our Complaint Handler will respond to you in writing, no later than five working days after receipt of the complaint. The Complaint Handler will introduce themselves to you, acknowledge receipt of the complaint and will remind you of our Complaints Procedure so you understand the process. The letter will give you an indication of when you can expect a final response. We aim to resolve all complaints at the earliest possible opportunity.
We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
If you are a Lloyd’s policy holder and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s. The address of the complaints team at Lloyd’s is:
The address of the complaints team at Lloyd’s is:
Walter Burke Way
Kent ME4 4RN
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Details of the Lloyd’s complaints procedure are set out in the leaflet “Your Complaint – How We Can Help” available at the above web address. Submitting your complaint to the Lloyd’s complaints team will not affect your right to use the Financial Ombudsman (FOS) as outlined below, if eligible, should you not be satisfied with Lloyd’s response.
If you live in the UK and are either a private individual or an enterprise involved in economic activity that employs fewer than 50 persons or has a turnover of less than £6.5m or annual balance sheet that does not exceed £5m, you may refer your complaint to the Financial Ombudsman Service (FOS), provided we have had an adequate opportunity to resolve your complaint first. We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our final response. The FOS can be contacted by:
Accessing the website https://www.financial-ombudsman.org.uk/consumer/complaints.htm