Complaints Process

 

At D&B our number one priority is to provide customers with the highest level of service. If there's a problem please let us know and we'll try to investigate as quickly as possible. We can usually resolve most issues straightaway. However, if it takes longer we'll contact you to let you know who will be dealing with it and what the next steps are.

After looking into your complaint we will respond as quickly as possible and aim to resolve all complaints within 8 weeks. If we cannot provide you with a response we will update you on progress at 8 weeks. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

You can contact us by telephone, online or letter:

  • Telephone: 0800 368 5383
  • Letter: Dun & Bradstreet, Longcross Court, Newport Road, Cardiff, CF24 0AD.

If you still feel your complaint has not been resolved and you are a micro-enterprise (a small business which employs fewer than 10 people and has a turnover or annual balance sheet that does not exceed EUR 2 million), you may be entitled to refer your complaint to the Financial Ombudsman Service. You can do this if the activity you are complaining about relates to a sole trader, small partnership, unincorporated association or other small business in relation to which we are regulated. You can do this by telephone, online or letter:

You may also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. The platform can be found at http://ec.europa.eu/consumers/odr/.

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