The DD group is dedicated to providing our customers with quality products and excellent customer care
across our extensive range of services. Therefore, it is important customers notify us of any cases relating to
either product or service, which are not up to our usual standards, to allow us to maintain and improve.
The following steps outline our policy for handling complaints:
We want to resolve your complaint as soon as possible, to ensure we have fully understood your concerns
we would kindly ask that all complaints are sent in writing to Customerresolution@DDGroup.com. Please
quote your account number and any other references relating to your case to assist us in our investigations.
The Customer Resolution team will acknowledge your case via email and provide you with a unique case
reference number. We will aim to investigate and respond to your complaint within 3 business days.
In the event it takes longer to resolve your case, then we will endeavour to provide an update or full
resolution to the case by 7 business days. However, some cases may take an extended time to investigate
due to requiring further information from various areas of the business or suppliers. We will endeavour to
provide updates wherever possible to the current status of the case.
We aim to close the case within 20 business days and provide a final customer written response.