How we handle customer complaints

Our customer charter sets out our promises to you and the level of service you can expect from us. We understand that things don’t always go to plan and we do our best to resolve your issues at the earliest possible point.  We actively encourage feedback (good and bad) and use this to improve our customer service.

You can provide us with feedback. If you are not satisfied, we will contact you to discuss why and to see if we can resolve the issue with you.

If after this, you are still unhappy with our service you can raise a formal complaint.

How to make a complaint

If you have an issue and would like to make a formal complaint then please write to our Group Investment Director, Mike Owen at:

Development Bank of Wales

1 Capital Quarter

Tyndall Street


CF10 4BZ

Alternatively, you can send an email to with the subject: Complaint.

Please provide us with your contact details, and how you would like us to contact you. Please provide as much information as possible about your complaint to help us deal with the issue quickly.

How we will handle your complaint

By close of business day 2
  • We will acknowledge receipt of your complaint and provide you with the name of the person handling it.

By close of business day 4

  • We will make contact with you to discuss your complaint and to set out next steps, where relevant.
By close of business day 10
  • We will communicate our decision to you, or
  • We will request further information and agree next steps.


FCA Rules

We aim to communicate decisions to you within 10 working days but in exceptional circumstances it may take us longer than we would like to resolve your complaint.

Within 40 business days we will provide you with:

a) A ‘final response’ in writing either upholding the complaint, rejecting the complaint or offering a form of redress to you; or

b) A written response to you explaining why we have not been able to come to a decision and the timescales in which we expect to resolve your complaint.

In both cases we will tell you if you can refer your complaint to the Financial Ombudsman and timescales for you to do this.