Complaints Procedure
If something has fallen short, we want to hear about it, and to put it right quickly and fairly.
1. Our commitment
We aim to provide a high standard of service to every client and every professional introducer. Occasionally things go wrong. When they do, we want to know, so that we can resolve the matter promptly and learn from it.
Every complaint is treated seriously, investigated fairly and handled in confidence. Making a complaint will not affect the service you receive from us.
2. How to make a complaint
You can raise a complaint in writing, by email or by telephone. It helps us if you can explain what happened, when it happened, who you dealt with and what you would like us to do to put it right.
Darren Leigh, Managing Director
DGL Commercial Finance Ltd
8 Charlton Avenue, Prestwich, Manchester M25 0PH
darren@dglcommercialfinance.co.uk
07970 817225
3. What happens next
We acknowledge your complaint in writing, confirm our understanding of it and tell you who is dealing with it.
We provide a formal written response setting out our findings, the reasons for them and any action we propose.
Where a matter is complex, we write to explain why, what remains outstanding and when you can expect our final response.
4. Investigation and resolution
Your complaint is investigated by the Complaints Officer, Darren Leigh. We review the relevant correspondence and file notes, speak to anyone involved, and consider whether the service we provided met the standard we set ourselves.
Our written response will tell you whether we uphold the complaint in whole or in part, the reasons for our conclusion, and what we intend to do as a result. Where we have got something wrong, we will say so, apologise and set out how we will correct it.
If you are not satisfied with our response, please tell us why. We will review the matter again and confirm our final position in writing.
5. Record keeping and learning
We keep a written record of every complaint received, the investigation carried out, our response and the outcome. These records are retained securely in line with our Privacy Policy, and are reviewed periodically so that recurring themes can be identified and addressed.
6. Regulatory position
DGL Commercial Finance specialises in commercial and business finance, which is generally outside the scope of Financial Conduct Authority (FCA) regulation. Where a customer's requirements involve regulated mortgage advice or another regulated activity, we will refer them to an appropriately authorised firm. Our complaints procedure is available to all clients. Eligibility to refer complaints to the Financial Ombudsman Service depends on the nature of the services provided and the applicable regulatory framework.
If you would like to discuss anything before making a formal complaint, please get in touch. A conversation often resolves matters faster than correspondence.
Last updated: 30 July 2026