Complaints procedure

If you are unhappy with how we have dealt with you, please tell us. Complaints help us put things right and improve.

How to complain

Email enquiries@daycount.co.uk or write to us at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Please include your reference (it begins LP) and tell us what went wrong and what you would like us to do.

A query about the amount of a claim is a dispute rather than a complaint, and is handled as set out on our letters page; you can still complain if you are unhappy with how we handled it.

What happens next

1. We acknowledge your complaint within 5 working days and tell you who is dealing with it.
2. We pause any further steps on your account while we investigate, apart from steps needed to protect the claim from becoming time-barred, which we will tell you about.
3. We send you our response within 28 days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect it.

If you are still unhappy

Ask for your complaint to be reviewed by a director who was not involved, and we will reply within a further 28 days. Complaints about how we handle personal information can also be made to the Information Commissioner's Office (ico.org.uk).