Complaints

Who should you make your complaint to?

If your Duologi account has been assigned to a new owner, you can make a complaint by contacting the new owner on the below details:

• Customer Email Address: Resolve_Direct@NCOEurope.com
• Telephone Number: 0330 060 1071
• Website: www.ncoeurope.com

Please note, Duologi will not be able to provide any assistance or information in relation to an account that has been assigned to a new owner.

If your complaint relates to an estate angency service fee or a Duologi loan account that was closed before 1st Janauary 2024, then you can contact us using the details below.

Making a Complaint? Or simply want to help us to do things better?

We’re sorry we haven’t lived up to your expectations. Although we strive to offer best-in-class service, we are human and therefore occasionally we don’t get it right. So, if there’s something that you’re not happy about, let us know so that we can put it right.

How can you tell us or obtain further information?

• Email: complaints@duologi.com
• Telephone: 0330 11 88 938 – Monday to Friday between 9.00am-5.30pm (excluding bank holidays) (Note that we may record your call)
• Website: Complaints
• Post: Duologi, The Square, Arena, Basing View, Basingstoke, Hampshire, RG21 4EB

What should you tell us?

• Your agreement number (if you have it); or
• Your name and address (so we know who you are and can contact you directly)
• What happened and when (just roughly)?
• What issue this caused (if not obvious from the above)?
• What would be helpful to you as part of any resolution?

What will we do?

• We will start investigating and do our best to resolve your complaint straight away but sometimes it can take longer, so:
• If we can resolve your complaint within three days, we’ll write to you and confirm that we have resolved your concerns.
• If we can’t resolve your concerns within three days, we’ll write to you, acknowledge your complaint and let you know the contact details of the person investigating your complaint.
• We will aim to resolve your complaint as quickly as possible, however, if we haven’t been able to resolve it by the end of four weeks, we will write to you again to let you know.
• Once we have thoroughly investigated your complaint, we will send you a final response letter, which explains our decision on your complaint, how we plan to resolve it and also whether you have the right to refer your case to the Financial Ombudsman Service.
• If we haven’t been able to resolve your complaint within eight weeks, we will write to you again to let you know – if applicable we will let you know if you have any rights to escalate your complaint.

The Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation. They sort out complaints that consumers and financial businesses haven’t been able to resolve between themselves. If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with our resolution of your complaint, you can refer your case to the Financial Ombudsman Service.

Please note: Not all complaints about our products can be referred to the Financial Ombudsman Service.

If your complaint is not eligible for referral, our final response will clearly state this and explain the reason why.

It is likely your complaint will be one that the Financial Ombudsman Service cannot look at, for example if it is in relation to an estate agency service aggreement.

If you remain unhappy you may want to seek some independent advice.

You may also want to visit the Citizen Advice Bureau website (www.citizensadvice.org.uk) for further support and assistance.

If you have received a final response letter from us and you want to contact the Financial Ombudsman Service, you’ll need to do this within six months from the date of our final response.

To find out more about the service visit www.financial-ombudsman.org.uk.

You can also contact the Financial Ombudsman Service

• By post: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR
• By phone: 0800 023 4567