complaints

In a perfect world, everything would be… well perfect!
But we’re not so naive as to think that things always go to plan. Sometimes we get things wrong and sometimes our Merchant Partners get things wrong for the Customer.

The key to maintaining a long and successful relationship with our partners, is to recognise when things could be done better and taking steps to continuously improve.

We take all complaints very seriously. After all, it helps us to constantly improve our products and services and to prevent similar problems from occurring in the future.

Merchant Complaints?
We’re keen for our Merchant Partners to share with us their experiences of working with duologi. If you have any concerns or feedback that will enable us to improve the way we support you and/or your Customers, then let us know.

We promise we will investigate your concerns thoroughly and in a timely manner. We will then let you know what we found and where appropriate what we have done to resolve your concerns (if this is within our control).

Customer Complaints?
As you are probably aware, for FCA regulated lending, Consumer Credit legislation confers certain rights on Customers to refer their complaint to the lender, where they have been unable to resolve the issue with the merchant.

This is only in cases where they feel, the goods are not of merchantable quality or where they believe there has been a mis-representation or breach of contract by the merchant when the goods or services were sold to them. The effect of such legislation means that Duologi can be held jointly responsible for remedying the concern, if the concern is substantiated.

Therefore, if a Customer refers such a case to us, we will ask you to investigate and then take appropriate steps to resolve the complaint within 30 days.

Where a complaint is not resolved within 30 days, duologi reserves the right to cancel the finance agreement with the Customer and request immediate repayment from the Merchant of any monies due to duologi.

It is therefore important that merchants work with the Customer to come to a mutually agreeable resolution and we will work with you and the Customer to this end.

Ways to Contact Us?
If you are unhappy with any aspect of our service, the easiest way to let us know is by telephone, email or post:

Telephone: +443455211881 (note that we may record your call)

Email: support@duologi.com

What Information Should You Provide?
Your Merchant name and address (so we know who you are and can contact you directly) What happened and when?

What issue this caused (if not obvious from the above)?

How would you like us to put it right?

What Will We Do?
We promise that we will investigate your concerns thoroughly and as quickly as possible. We will always try to resolve your complaint immediately.

However, sometimes this may not be possible, for example if we need to talk to third parties about the issue.

If we haven’t been able to resolve your complaint within four weeks, we will write you again to explain when we believe we will be able to respond to you.

Once we have thoroughly investigated your complaint, we will write to you again to confirm the outcome of our investigations.

If we haven’t been able to resolve your complaint within eight weeks, we will write to you, to let you know this.