Complaints handling

Last updated: 2 August 2026

We work hard to get things right, but if something falls short we want to know, and we will deal with it fairly, promptly and free of charge. This page explains how to complain and what will happen next, in line with the FCA’s complaint-handling rules.

1. How to make a complaint

• Phone: 03333 449 422
• Email: info@dasfinance.co.uk
• Post: Complaints, DAS Finance Ltd, 10 Alexandra Street, Southend-on-Sea, SS1 1BU

It helps if you include your name and contact details, the product or service concerned, what has gone wrong, and how you would like it put right.

2. What happens next

We will acknowledge your complaint promptly — normally within five business days — and tell you who is dealing with it. Your complaint will be investigated by someone with the authority to settle it, and where possible someone not directly involved in the matter. We will keep you updated as we go.

We aim to resolve complaints as quickly as possible. In all cases we will send you our final response within eight weeks of receiving your complaint. If we cannot respond fully within that time, we will write to explain why and tell you when to expect our response.

3. If you are not satisfied

Please note that some buy-to-let, commercial and investment lending is not regulated by the Financial Conduct Authority, and complaints about unregulated products may fall outside the Ombudsman’s remit. We will still handle any such complaint under this process and tell you at the outset whether referral rights apply.

4. Learning from complaints

We record every complaint and review them regularly so that, where something has gone wrong, we fix the cause and not just the case.