Complaints Procedure

DNA Finance (company number 16322517) is committed to providing a high standard of service. If something has gone wrong, we want to hear about it so we can put it right.

Please note: DNA Finance arranges commercial finance products that fall outside FCA-regulated activity. This complaints procedure sets out our internal process for handling any concerns you raise with us.

How to Make a Complaint

You can contact us in any of the following ways:

• Email: Admin@dnafinance.co.uk
• Phone: 01792 677652
• Post: DNA Finance, 556 Mumbles Road, Mumbles, Swansea, SA3 4DL

Please provide as much detail as possible, including your name, contact details, any reference or application number, and a clear description of your complaint.

What Happens Next

Acknowledgement: We will acknowledge your complaint promptly, normally within 3 business days of receiving it.

Investigation: A member of our team who was not directly involved in the matter will look into your complaint thoroughly and fairly.

Resolution: We aim to resolve most complaints within 14 days. Where a complaint is more complex, we will keep you updated on progress and aim to provide a full response within 28 days.

Our response will either:

• Uphold your complaint and explain what we will do to put things right, or
• Explain why we do not uphold your complaint, or
• Let you know if we need more time to investigate.

If You Remain Unsatisfied

If you are not happy with the outcome, you are welcome to request that your complaint be reviewed by a senior member of the team. We are committed to working with you to reach a fair resolution.

Where a complaint relates to a specific lender or finance provider on our panel, we will direct you to that lender's own complaints process where relevant, as the finance agreement itself is between you and the lender.

This policy is reviewed periodically.

Last updated: 02.03.2026