Invoice Finance Related Complaints
At Danske Bank we strive for great customer service. Unfortunately, things sometimes go wrong. If you let us know, we can try to fix things for you and make things better for everyone. We have a complaints management policy and procedures in place to deal with your concerns effectively and in the correct way.
If you have a complaint, we will:
- Make it easy to tell us
- Try to resolve it quickly
- Have fully trained staff to deal with it
Tell us about your complaint
You can contact us in a way that suits you. To investigate your complaint, it helps to give us all the relevant information. This includes the area or branch involved as well as your account details and your contact details. Your contact details help us get in touch if we need to discuss your complaint with you.
You can contact us as follows:
Online
We want to hear about your great experiences but equally, if you’re not happy about something, we want to know so please complete our online form.
By phone
You can call us on 0345 600 2882
When you call, it helps us if you have your account information handy.
In branch
Visit any of our branches and talk to one of our team. You can find your nearest branch and its opening hours from our Branch finder.
By email
You can email us at: cencomplaints_team@danskebank.co.uk
In writing
You can write to us at:
Danske Bank, PO Box 2111, Belfast, BT10 9EGWhat happens next?
We’ll record your complaint and try to resolve it as quickly as we can. Throughout the investigation, we’ll update you on our progress. We may use phone, texts, emails, or letters to do so.
When can you expect a response?
We’ll try to resolve your complaint by the end of the third business day after we get it. If we do, you’ll get a ‘summary resolution communication’. This will be in writing and tell you:
- That we think your complaint is resolved.
- What to do if you aren’t happy with the outcome.
If we don’t resolve your complaint by the end of the third business day after we get it, we’ll send you a letter to acknowledge your complaint. This may include our final response to your complaint. If we need more time, we’ll tell you what we’ll do next to deal with it. We’ll also tell you the timescale to expect.
We’ll send you a letter within eight weeks of getting your complaint. It will explain:
Our final response; or Why we can’t provide a final response yet, and when we expect to be able to do this.
If you are still not happy
We aim to resolve all complaints internally. However, if you are not happy with how we have handled your complaint, you may be eligible to have the matter considered through the Independent Standards Framework Complaints Process for Invoice Finance and Asset Based Lending.
The Financial Ombudsman Service won’t consider complaints about invoice finance agreements (called a ‘business invoice finance agreement’). It may consider complaints about wider regulated financial services with an invoice finance element. This depends on the circumstances.
If your complaint is about Invoice Finance, and you’re unhappy with our Final Response, or we have sent a ‘deadlock’ letter, you may be able to have it looked at by the Independent Standards Framework Complaints Process for Invoice Finance and Asset Based Lending. This is an independent complaints process, administered by UK Finance and further details are available at www.ukfinance.org.uk/sites/default/files/UKF-IFABL-Complaint-Process-2021.pdf
Eligible complaints must meet the following conditions:
- The complaint must relate to factoring, invoice discounting, asset-based lending, or proposed lending in these areas.
- You must refer the case to UK Finance within six months of the date on our final response or deadlock letter.
- The action or actions relating to your complaint must have taken place on or after 1 July 2013.
- You must not be seeking a financial award of more than £50,000 in relation to the dispute or £28,000 if the issue(s) relating to the complaint occurred prior to 1 January 2021. This is the maximum award that can be made under this process.
You should send your complaint to:
UK Finance5th Floor
1 Angel Court
London
EC2R 7HJ
Email: IFABLStandards@ukfinance.org.uk
Phone: 44(0)20 39341456
UK Finance will log the complaint and immediately pass it to The Ombudsman Service Limited, which is a specialist dispute-resolution organisation and is a member of The Ombudsman Association.
