Complaints Procedure

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At Social Money Limited, trading as Dopple, we are committed to providing a high standard of service. If something goes wrong, we want to know so we can put things right as quickly and fairly as possible.

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Dopple is a consumer finance broker. This means some complaints may need to be investigated by Dopple, some by the lender, and some by both.

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If your complaint is about Dopple’s service as a broker, we will investigate and respond to that complaint.

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If your complaint is about a lender, their service, or a finance agreement with them, the lender may need to investigate and respond to that complaint directly. Where appropriate, we may forward your complaint to the lender so it can be investigated by the right business.

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If your complaint involves both Dopple’s broking service and the lender’s actions, we will make sure each part of the complaint is considered by the right business.

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We will tell you who is responsible for responding to your complaint.

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How to make a complaint

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You can make a complaint in any of the following ways:

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• By post: Complaints Department, Dopple, 2nd Floor St Johns House, Barrington Road, Altrincham, Cheshire WA14 1JY

• By telephone: 0161 676 9595, open 9am to 5pm Monday to Friday

• By email: complaints@dopplepay.com

 

To help us understand your complaint, please provide as much of the following information as you can:

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• your name

• your account number, agreement number or application reference, if you have one

• details of what has happened

• any names or dates you have recorded if you have already spoken to someone about the issue

• how you have been affected

• what you would like us to do to put things right

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If you are unable to provide all of this information, we will still look into your complaint.

What happens next?

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When we receive your complaint, we will review what it is about and decide whether it needs to be investigated by Dopple, the lender, or both.

If your complaint needs to be investigated by the lender, we may forward it to the lender. If we do this, we will write to you promptly to explain why and provide the lender’s contact details. The lender will then be responsible for responding to that complaint.

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If your complaint involves both Dopple and the lender, we may forward the lender part of the complaint to the lender. Dopple will investigate and respond to the part of the complaint that relates to our service.

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Where Dopple is investigating your complaint, we will do our best to resolve it as soon as possible. If we resolve your complaint to your satisfaction by the close of the third business day after we receive it, we will send you a written summary of the outcome.

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If we cannot resolve your complaint by the close of the third business day after we receive it, we will acknowledge it as soon as possible and within 5 working days of receiving it. We may contact you if we need any further information.

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If we investigate your complaint, we have up to 8 weeks from the date we receive it to provide our final response. Our final response will explain the outcome of our investigation and set out our decision clearly.

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If we have not resolved your complaint within 4 weeks, we will provide an update in writing and explain when you can expect our final response.

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If we are unable to provide a final response within 8 weeks, we will write to you to explain why, tell you when we expect to complete our investigation, and explain any right you may have to refer your complaint to the Financial Ombudsman Service.

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The Financial Ombudsman Service

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The Financial Ombudsman Service (FOS) is an independent organisation that settles complaints between consumers and businesses that provide financial services. It is free for consumers to use.

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If we forward your complaint to a lender, the lender will tell you about any FOS rights that apply to its response.

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Some interest-free finance options repayable within 12 months are currently exempt from regulation by the Financial Conduct Authority (FCA), the UK regulator for financial services firms. If your complaint relates only to one of these currently exempt agreements, you may not be able to refer the complaint to FOS. If you are unsure, you can contact FOS and they will tell you whether they can help.

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If Dopple has sent you a final response and you remain dissatisfied, you may be able to refer your complaint to FOS free of charge. You may also be able to refer your complaint if we have not sent our final response within 8 weeks of receiving it.

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If you are eligible to refer your complaint to FOS, you must usually do so within 6 months of the date of Dopple’s final response. If you do not refer your complaint within 6 months, FOS will not have our permission to consider your complaint and will only be able to do so in very limited circumstances, for example if it believes the delay was due to exceptional circumstances.

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You can find out more about FOS by visiting www.financial-ombudsman.org.uk or by contacting them using the details below:

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• By post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

• By telephone: 0800 023 4567

• By email: complaint.info@financial-ombudsman.org.uk