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Complaints Procedure
1st October 2008

At Daniels & Fox we will endeavour at all times to deliver a professional, caring and courteous service to all of our customers.

If you feel we have not lived up to this promise, or if you feel we can improve or enhance our existing services we would like to hear from you.


Who can complain

Anyone who feels that they have had a poor service from us, or from someone providing the service for us, and have tried to get the problem solved by speaking direct with the person involved.


Our standards for dealing with complaints

While we work hard to provide a high quality service to our customers, we are aware that sometimes you may feel you did not receive as good a service from Daniels & Fox as you expected. As a result, and in keeping with our standards, we have in place a Customer Complaints Procedure.



What will happen when you complain

        We will treat your complaint properly, fairly and impartially.

        We promise that making a complaint will have no implications for your dealings with our organisation.

        We will apologise for any mistake, explain what happened and put it right wherever possible.

        We will change the way we do things to avoid making the same mistake in the future.



What happens next

        We will treat your complaint as confidential at all times, and will deal with it in the following way.

        We will make it easy for you to make a complaint by doing the following

Giving you the chance to make a complaint:

        By phone: (01305) 755614

        In writing: Daniels & Fox Prospect House, Peverell Avenue East, Poundbury, Dorchester Dorset DT1 3WE.  

        By E mail at

        By visiting our website:

        By fax 01305 260676


        Making the complaints procedure easy for you to understand and use.

        Making sure we handle complaints in a positive way.

        Telling you about the progress of your complaint.

        Making sure that we tell you about the result in writing or in some other way that is suitable to you and your needs.

We will also have systems in place to help us learn from our mistakes by doing the following.

        Asking you what we can do to put things right.

        Making sure that you have the chance to have your complaint investigated by a senior partner.

        Making sure that the person looking into your complaint has knowledge of good investigative practices.

        Recording, monitoring and assessing all complaints so that we can continue to improve the quality of our service.

        Having regular reviews of the complaints procedure to check that it is effective.



Complaints Procedure

Stage one

If you are dissatisfied with some aspect of our service, please express this to the person with whom you have a complaint who will try to help.

We will let you know we have got your complaint within three working days of receiving it.

We will tell you the name and position of the person who is dealing with your complaint.

You will receive a full response within 10 working days. If this is not possible, we will send you a letter explaining why there is a delay and saying when you will receive a full response.

The response will give you the chance to have your complaint dealt with in the second stage of the complaints procedure if you are still unhappy. It will ask you to explain why you are not happy with the stage 1 response.

Stage two

If the first response is not satisfactory, you can write to or email the complaints to another business partner. They will investigate further and you will receive a response within 10 working days from when they receive your letter or email. They will also tell you their name and position if you want to take your complaint further

Stage three

If you are not satisfied with how your complaint is being handled at any time during the procedure, you can complain directly to The Financial Ombudsman Service at:

The Financial Ombudsman Service
South Quay Plaza
Phone: 0845 080 1800
183 Marsh Wall
Fax 020 7964 1001
London E14 9SR

If your complaint is accepted, Daniels & Fox will try to resolve the problem by doing the following.

        Apologising to you and explaining what went wrong.

        Providing the service you are entitled to receive.

        Changing procedures so that the mistake is not repeated.



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