Improve Finance is committed to excellence in customer service and to treating its customers fairly. It recognises that there could be occasions when you feel that this objective has not been achieved, which means you may need to make a complaint. All complaints are investigated fairly and thoroughly, so that we can resolve your issue, and, where we have made a mistake, for us to learn from your complaint.

How do I complain?

In the event that you ever have to complain regarding a mortgage application, you should contact:

Deal Direct FS Ltd
H2B, Universal Marina,
Crableck Lane
Southampton
Hampshire
SO31 7ZN

or by phone:
0800 048 8828

or by email:
complaints@dd-fs.co.uk

Do I have to make the complaint in writing?

No. We are happy to accept complaints by telephone on the above number. Please make it clear that you are registering a complaint and make a note of the name of the person you spoke to and the date on which you rang.

What happens next?

We will acknowledge your complaint promptly following receipt, enclosing a copy of these procedures. If you do not hear from us, please check first to see that we have actually received your complaint.

We will provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’.

We shall deem the matter closed when:

Please note that we are not covered by the Financial Services Compensation Scheme, which means you are not entitled to compensation from the scheme if we cannot meet our obligations.

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