Complaints Procedure
DNG Financial Services Ltd
At DNG Financial Services, we are committed to providing a high standard of service to all of our clients. If something goes wrong, we want to hear from you and will do our best to resolve your complaint quickly, fairly and efficiently.
How to Make a Complaint
You can make a complaint in any of the following ways:
- Email: complaints@dngfs.ie
- Telephone: 01-9059000
- Post: DNG Head Office, Milltown House, Mount Saint Anne's, Milltown, Dublin 6, D06 Y822
You can also make a complaint on behalf of someone else if you are authorised to do so.
To help us investigate your complaint, please provide as much detail as possible.
How We Handle Your Complaint
We will:
- Treat your complaint fairly, consistently and impartially
- Acknowledge your complaint within 5 working days
- Investigate the matter as quickly as possible
- Keep you updated on progress at least every 20 working days
- Aim to resolve your complaint within 40 working days
If we are unable to resolve your complaint within 40 working days, we will let you know the expected time frame for resolution.
Our Final Response
Once our investigation is complete, we will issue a final response outlining:
- The outcome of our investigation
- The reasons for our decision
- Details of any proposed resolution or redress (if applicable)
If You Are Not Satisfied
If you are not satisfied with our final response, or if your complaint has not been resolved within 40 working days, you have the right to refer your complaint to:
Financial Services and Pensions Ombudsman (FSPO)
Lincoln House, Lincoln Place, Dublin 2, D02 VH29
- Phone: +353 1 567 7000
- Email: info@fspo.ie
- Website: www.fspo.ie
Additional Information
- Complaints can be made free of charge
- We will provide reasonable assistance to any client who may need help in making a complaint
- All complaints are handled in line with the Consumer Protection Code 2025