Complaints Handling

DLL aims to handle complaints within a reasonable time and in a professional manner.

Our goal is to do everything we can to correct any problems or errors that have occurred.

Give us feedback if you have a complaint. We see this as an opportunity to better understand your needs. All complaints are taken seriously and are an important contribution to constantly improving our products and services. Feel free to tell us if you are satisfied with us.

You can send us your complaint or suggestion by using this form.

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You can also submit your complaint giving full details by phone or email:

Phone: 815 00 620

Our complaints handling process explained

Our Commitment
We aim to resolve all complaints in a fair, prompt and consistent manner.

How We Respond to Complaints
Our goal is to respond to your complaint within 2 working days, but depending on the nature of the case, other lead times may occur. We strive to keep you updated continuously on what is happening with your case.

If further investigation of your case is needed, we will confirm receipt of your complaint and inform you of expected lead times. Your complaint will be investigated by an employee with the right skills (customer representative) who was not involved in the issue that is the subject of the complaint, and who has experience of handling complaints.

If you have any questions or additional information that can help us investigate your complaint, you should contact our customer care representative.

If we have not been able to resolve your complaint within 30 days of receipt, we will contact you with information on how the investigation of your complaint is progressing and when we expect to be able to provide information.

Within eight weeks of receipt of your complaint, we will provide a written response to your complaint stating our position and / or an offer of rectification when deemed appropriate.

Complaints about the processing of personal data
We would like to refer to the privacy statement on our website for information about reporting a complaint about the processing of personal data.