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.

Here at Duologi we offer agile and innovative finance solutions, to help you finance those all-important purchases, affordably.

But when things don’t go as expected, we want to know about it, so we can do our very best to put things right.

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.

Tell Us All About It?
Firstly, we’re sorry things have gone wrong and thank you for bringing it to our attention. If you can help us to understand exactly what problems we have caused, we will do our utmost to solve them.

If you are unhappy with the goods or services that we have financed, then you should, in the first instance, contact the Retailer, who will try and resolve your concerns.

Only once this has been done should you contact us in relation to the complaint about the goods and services. This will generally apply to concerns about merchantable quality.

If your complaint relates to your finance agreement with us then you should come directly to us in the first instance.

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: customers@duologi.com

What Information Should You Provide?
Your agreement number (you can normally find this on any letters from us or on your written loan agreement);

Your 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 the retailer where you bought your goods or services.

If we haven’t been able to resolve your complaint within four weeks, we will write to 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. This is called a Final Response Letter.

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

You may have the right to refer your complaint to the Financial Ombudsman Service and if this is the case, we will let you know.

What If I’m Not Happy With the Outcome?
Sometimes we may not always agree with you, but we will look at all complaints with an open mind and assess whether you have been treated fairly and in line with the high standards that we set ourselves. We will always explain the rationale for our decision.

However, if you’re not happy with the outcome of your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service
The Financial Ombudsman Service is an independent adjudication 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 the resolution you may be able to refer your complaint to the Financial Ombudsman Service.

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

To find out more about the service visit or via email at financial-ombudsman.org.uk

How Else Can I Resolve Any Problems I May Have?
Other ways to resolve your concerns are via Alternative Dispute Resolution (ADR). This could include arbitration, adjudication, mediation or conciliation and may be done in writing, face to face or over the phone.

The Financial Ombudsman Service typically provides this service in relation to financial complaints, however, for online purchases, the EU Commission has created an Online Dispute Platform which lets you submit a complaint through a central site and then directs your complaint to the appropriate ADR Scheme.

So, for example, if your complaint relates to a retailer, and you are unable to resolve it directly with them, you may have recourse to a different ADR.

Where Can I Find Out More Information About Your Complaints Process?