We always try to offer exceptional customer service but if you feel we haven’t got it right then here’s how you can let us know:
- Send us an email
- Call us on: 0800 587 4140
- Write to: Customer Satisfaction Team, DBW Group, 1 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ
We try to resolve complaints quickly and to your satisfaction. To help us do this, please give as much information as possible about your concern, along with a contact name, your business name and a phone number or email.
If you don’t want to make a complaint but would like to give us some feedback, you can tell us about your experience using our feedback form.
Alternatively, should you wish to raise a complaint confidentially, you can do this by contacting FW Capital's General Counsel as follows:
- Email: [email protected]
- Write to: Private & Confidential, General Counsel, DBW Group, 1 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ
Where a complaint is raised confidentially with FW Capital’s General Counsel, they will assess how best to handle the complaint to address any relevant concerns or sensitivities
How we deal with your complaint
We always aim to resolve any issues as soon as possible and try to give an answer within three working days of receiving your complaint. However, if further investigation is needed, we'll keep you updated on our progress, next steps and the name of the person handling your complaint.
Where further investigation is needed, we may need longer to consider our decision. You'll get written confirmation of our decision within eight weeks. If after eight weeks you’ve not received a final response to your complaint, we’ll write to you explaining the delay and, where appropriate, details of the process for referral to the Financial Ombudsman Service.
Sometimes we work with third parties on business applications. If your complaint relates to one of our business partners we'll forward your complaint to them. We'll always let you know if your complaint has been forwarded and explain why.
What can I do if I’m still unhappy?
We're sorry if you're not happy with the decision we’ve taken, please let us know as soon as possible if the complaint has not been resolved to your satisfaction. Our final response will offer details of whether you may take your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service can be contacted by:
- Website
- Email
- Call 0800 023 4567
- Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
How to report a security vulnerability
If you believe you have found a security vulnerability, please submit your report via email.
In your report, please include details of:
- The website, IP or page where the vulnerability can be observed.
- A brief description of the type of vulnerability, for example; “XSS vulnerability”.
- Steps to reproduce. This helps to ensure that the report can be triaged quickly and accurately.
Our commitment to you
We aim to acknowledge your security vulnerability report within 5 working days and will keep you informed throughout our investigation and remediation process.
Thank you for helping us maintain a safe and secure experience for all our users.
