Raising a complaint

We'd always rather know when something isn't right, and we take every complaint seriously. To make sure nothing gets missed and the right person deals with it quickly, all complaints go through the process below.

How we handle it

  1. AcknowledgeWe confirm we've received it and give you a reference number, within 7 working days.
  2. InvestigateA named member of the team looks into it properly and may come back to you for detail.
  3. ResolveIn line with our terms we aim to resolve complaints within 31 days, and usually significantly quicker.
  4. If it's not resolvedIf our response doesn't put it right, let us know and we'll escalate it internally until it is.

Raise your complaint

Sign in to your portal so we can see your account and deal with it faster. The form walks you through it in a couple of minutes.

Log in and raise a complaint

Can't access your portal? Start on the same page and choose "I can't sign in", and we'll restore your access then come straight back to you.

This process is for existing DPOM clients. If your query isn't a complaint, your account manager or accounts@dpom.co.uk can help. For anything urgent, please still raise it here so it's logged and tracked.