We have a complaints procedure in place, with which we aim to resolve any compaints raised regarding our services. We aim to resolve all complaints as quickly as possible and in a satisfactory manner.
The procedue covers all complaints made regarding our services. In particular, it helps us resolve complaints regarding our dealings with your lenders and the information we provide to you about our dealings on your behalf.
If you are unhappy with the service we have given you, your first point of contact should be your adviser. If this doesn't help, your adviser will pass on your complaint to our Compliance Department. Any complaints made in writing should be addressed to the Compliance Department.
Your complaint will be considered by our Compliance Department. We may contact you if we need to know more about your situation. We will conduct a full investigation into the points raised and discuss the details of your complaint with your adviser . Once all the points have been discussed, we will contact you again to confirm whether the company accepts your complaint, either in part or in full. Where necessary, we will tell you what we will do to rectify the situation and ensure that the same problem does not reoccur. We aim to resolve a complaint within 10 working days, although where a more detailed investigation is required this could take longer. We will keep you informed of how long the process is likely to take.
We are members of DEMSA (the Debt Managers Standards Association), an organisation established to ensure high standards in the debt management industry. Its Code of Conduct has been approved by the OFT (Office of Fair Trading).
DEMSA has set out procedures for handling complaints and all member companies (including us) are bound by their decisions. If you feel a complaint initially made with us has not been resolved properly, provided the dispute in question is covered by the Code of Conduct, you may refer your complaint to DEMSA.
If you are not satisfied with our final response you may be eligible to refer the matter to the Financial Ombudsman Service, details of which will be provided at that time.
We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek independent advice.
If you would like to make a complaint, please contact us on complaints@gregorypennington.co.uk.