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DCC aims to ensure that:
If you are dissatisfied with the service that you are receiving from DCC or are concerned that DCC is not meeting the obligations that have been placed upon it, you can raise a complaint with DCC via either of the following methods:
DCC will record, process and track your complaint. DCC will acknowledge your complaint and send you a reference number within five working days.
DCC will ensure the complaint is fully investigated by the appropriate people. If the complaint is considered to be outside the scope of DCC’s service, we will contact you to discuss what other steps you can take.
Should we require further information to support the investigation, we will send an initial response which will advise you when we expect to provide a complete response. There may be unavoidable delays if our response is dependent on other organisations. We will advise you where this occurs and provide revised timescales for resolution.
After investigating your complaint, we will write to you within ten working days of the complaint being received with the outcome including any mitigating / preventative steps we are implementing or details of any interim measures put in place before the eventual solution is reached.
If you accept the explanation within our written response, the complaint will be closed.
If you do not, or if you feel we have misunderstood anything, or there is additional information that you wish us to consider, please inform your Service Manager who will escalate the complaint to our Chief Operating Officer.
Our Chief Operating Officer will review the original complaint and all responses/correspondence; he/she may also contact you for further information. A response will be sent informing you of the decision and next steps.
If you accept the written response, the complaint will be closed.
If you have further comments, concerns or questions, our Chief Operating Officer will consider them and either provide a further response or provide details of how to escalate outside of the DCC to the SEC Panel or other governance body as appropriate.