top of page
Penn tree logo

Complaints | Penn Accounts

This page gives you the full complaints procedure for Penn Accounts.

 

If you require any further information please do not hesitate to contact us.

 

Penn Accounts Limited

Trading Name: Penn Accounts

We will always work hard to ensure that you receive the highest possible standards of service from us. However, we acknowledge that from time to time we may not get things right. In the unlikely event that you are dissatisfied with any aspect of our service including in relation to your bills rendered, we have an established procedure to resolve your concerns as swiftly as possible.

We are committed to resolving any grievances that you may have in the spirit of compromise and with the utmost of best intentions. We will endeavour to act professionally, courteously and fairly.

Policy

The Head of Quality Assurance has determined the policy for dealing with client concerns. The policy is that we will endeavour at all times to be fair and reasonable to your concerns and we will place a particular emphasis on creating a compromise and suggesting solutions to avoid future issues, rather than apportioning blame.

Charges

 

Please be assured that you will never be charged a fee or suffer any reduction in the quality of the service that we offer you because you may wish to raise a client care issue.

 

Process

 

Where the complaint is more about service or costs you should complain to us directly in the first instance. We have several stages of dealing with your complaint:

 

Internal Procedure – Stage 1:

We firmly believe that resolving any issues that you may have as close as possible to the source of the concerns is the best way to achieve the most effective outcomes. Therefore if you have any concerns about the quality of service that you have received from us, then please raise your concerns with the Advisor acting for you in the first instance. All our advising staff are rigorously trained during our induction processes and beyond to handle quality assurance issues positively and fairly at all times.

The Advisor will acknowledge your complaint within 3 days.

The Advisor may also invite you to a meeting to discuss and hopefully resolve your concerns. We would hope to do this within 14 days of sending you the acknowledgement letter. Following this meeting,  the Advisor will then write to you within 14 days to set out their conclusions and proposals or suggestions they would wish to make. If no meeting takes place (for whatever reason) then the Advisor will write to you within 14 days of sending the acknowledgement letter setting out a full response to you set out their conclusions and proposals or suggestions they would wish to make.

If we have to change any of the timescales mentioned above, we will let you know and explain why.

Internal Procedure – Stage 2:

If you feel that it would be completely inappropriate to raise your issues with the Advisor or you have raised your issues with the Advisor and you are dissatisfied with the proposed outcomes, then you should raise the matter with the Head of Quality Assurance in writing. In the circumstances that your complaint relates to the Head of Quality Assurance, your issue will be re-directed to the next most senior person within the company, who will consider your concerns impartially.

We will acknowledge your request to take the matter to the Second Stage within 3 days.

Our Head of Quality Assurance may also invite you to a meeting to discuss and hopefully resolve your concerns. We would hope to do this within 14 days of sending you the acknowledgement letter. Following this meeting, the Head of Quality Assurance will then write to you within 14 days to set out conclusions and proposals or suggestions they would wish to make. If no meeting takes place (for whatever reason) then the Head of Quality Assurance will write to you within 14 days of sending you the acknowledgement letter setting out a full response to you set out  their conclusions and proposals or suggestions they would wish to make.

If we have to change any of the timescales mentioned above, we will let you know and explain why.

 

Alternative Complaints Bodies

 

Alternative complaints bodies such as ProMediate and Small Claims Mediation exist which are competent to deal with complaints about professional services should both you and our company wish to use such a scheme. We prefer to resolve issues internally but if you would wish to use an external complaints procedure please let us know and we will consider this.

 

Head of Quality Assurance Contact Details

Should you have any concerns about any aspect of the service that you have received from Penn Accounts you may contact the Head of Quality Assurance by the following means:

a) By telephone on freephone 0800 073 73 76
b) By email on clientcare@penngroup.co.uk
c) By writing to us at The Head of Quality Assurance, 13 Austin Friars London EC2N 2HE

How Do We Keep This Procedure Up To Date? 

We will occasionally make changes and corrections to this Client Care Procedure. If we believe that the changes are material, we’ll let you know by doing one (or more) of the following:

(1) posting the changes on our website site, or

(2) sending an email to you (if you are an existing client) informing you about the changes; or

(3) writing a letter to you (if you are an existing client) informing you about the changes. 

Penn Group

13.03.24

Version 2.6

bottom of page