DC-Services UK Submit a Complaint

Supervisory Resolution Timelines

DC-SERVICES adheres to specific institutional timelines for the resolution of formal complaints. An acknowledgement of receipt is issued within two business days, followed by a formal response period. We aim to reach a final determination within twenty-eight days, though complex technical investigations involving historical digital-asset records may require additional time. Complainants are kept informed of the progress via structured status reports, ensuring that the process remains transparent and accountable to all involved parties.

• ›Written intake brief signed by the client
• ›Conflicts screen and independence check
• ›Defined deliverable list and retention envelope

Internal Governance Escalation

If the initial resolution is deemed unsatisfactory by the complainant, the matter may be escalated to the senior management level of Digital Claims Services Limited. This secondary review focuses on whether the complaint was handled in accordance with our internal compliance policies and UK regulatory expectations for non-custodial firms. This escalation ensures that any systemic issues identified during the complaints process are flagged for board-level review and integrated into our broader operational risk intelligence and service improvement cycles.

• ›Source hashing at intake
• ›Role-based, time-bound access
• ›Two-stage review before release

Non-Arbitrable Subjects

It is critical for counterparties to understand the boundaries of our complaints procedure. DC-SERVICES does not arbitrate on the market value of assets, the validity of third-party legal claims, or the outcomes of investments. As we do not hold client money or execute trades, complaints relating to financial loss stemming from market volatility or investment decisions are outside our jurisdiction. Our role is strictly limited to the precision and integrity of the documentation and records we produce for our institutional clientele.

Data Privacy and Records

All information submitted through the complaints process is treated with strict confidentiality and handled in compliance with our data protection policies. Records of the complaint, including all correspondence and evidence submitted, are retained for a minimum of six years to meet UK institutional record-keeping requirements. This transparency ensures that if a regulator or auditor requires a history of our dispute resolution, a complete and accurate audit trail is available for inspection, reinforcing our commitment to operational integrity.