01
Make a complaint
Send us your details, a description of your complaint and any relevant reference numbers. We aim to make the process simple and accessible.
We are listening
We want to put things right.
If you are unhappy with any aspect of our service, we want to hear from you so we can understand what happened and resolve the issue promptly.
Complaints are handled fairly, consistently and without charge.
How we handle your complaint
Simple steps, kept clear.
We aim to make the process straightforward. You can contact us by email, phone or post, and you do not need to use technical or legal language.
02
We investigate
We will acknowledge your complaint within 5 business days and investigate it fairly and impartially in line with rules set by the Financial Conduct Authority.
03
Final response
We aim to provide a final response within 8 weeks. If you are not satisfied, you may be able to refer your complaint to the Financial Ombudsman Service.
Get in touch
You can contact us using the details below.
Please include your name, contact details and full details of your complaint so we can investigate effectively.
If your complaint relates to debt advice or a financial solution, we can help direct it to the authorised firm that provided that service.
- Registered address
- 202 Lochfield Road, Paisley, PA2 7QX, United Kingdom
- Phone
- 020 4602 5783
Complaints procedure
What happens after you contact us.
We will explain any proposed referral before sharing your details and keep you informed if we need more time.
Our role
At DRF Solutions, we act as an introducer and do not provide debt advice. We are committed to handling complaints fairly, consistently and in accordance with regulatory expectations.
If you are dissatisfied with our service, you can contact us by email, phone or post.
Timeframes
We will acknowledge your complaint within 5 business days and aim to issue a final response within 8 weeks. If we are unable to meet this timeframe, we will explain why and keep you informed.
If your complaint concerns advice
If your complaint relates to debt advice or a financial solution, you should contact the authorised firm that provided that service directly. We can assist in directing your complaint where necessary.
Independent review
If you are not satisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service within 6 months. Their service is free and independent.
This process does not affect your statutory rights.
We take your feedback seriously.
DRF Solutions is an introducer and lead-generation firm. We do not provide debt advice or assess suitability. If your complaint is about a partner's advice or solution, we will help you identify the right firm to contact.