Complaints | Penn Financial
This page gives you the full complaints procedure for Penn Financial.
If you require any further information please do not hesitate to contact us.
Penn Financial Limited
Trading Name: Penn Financial
CLIENT CARE PROCEDURE
& FSCS COMPENSATION INFORMATION
(Regulated Business)
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.
External Procedure – Stage 3:
In the very unlikely event that you are unable to resolve matters with the Head of Quality Assurance or the outcomes suggested do not meet with your satisfaction, you have a right to complain to the Financial Ombudsman, an independent complaints body, that deals with financial services complaints.
The Financial Ombudsman will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Financial Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Financial Ombudsman within six months of receiving a final response to your complaint AND
a) no more than six years from the date of act/omission; or
b) no more than three years from when you should reasonably have known there was cause for complaint.
You may be able to make your complaint outside this period in exceptional circumstances (for example, if you were incapacitated) or if we consent.
If you would like more information about the Financial Ombudsman, please contact them.
Their details are:
Website: https://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
The Financial Conduct Authority
The Financial Conduct Authority can also help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other protected characteristic.
If you would like more information about The Financial Conduct Authority, please contact them.
Their details are:
Website:https://www.fca.org.uk/
Email: consumer.queries@fca.org.uk
Telephone: 0300 500 0597
Address: Financial Conduct Authority, FCA Head Office, Endeavour Square, London E20 1JN.
FSCS Compensation Scheme
If you make a complaint and we are unable to meet our liabilities, you may be entitled to compensation from the Financial Services Compensation Scheme.
Further information about the limits applicable to the different product types is available from the FSCS at http://www.fscs.org.uk/what-we-cover/products/
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 Chambers 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 informing you about the changes; or
(3) writing a letter to you informing you about the changes.
CLIENT CARE PROCEDURE
& FSCS COMPENSATION INFORMATION
(Unregulated)
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.
The Financial Conduct Authority
The Financial Conduct Authority regulates all financial services companies. The FCA may be able to help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other protected characteristic.
If you would like more information about The Financial Conduct Authority, please contact them. Their details are:
Website:https://www.fca.org.uk/
Email: consumer.queries@fca.org.uk
Telephone: 0300 500 0597
Address: Financial Conduct Authority, FCA Head Office, Endeavour Square, London E20 1JN.
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.
Financial Ombudsman
The Financial Ombudsman is an independent complaints body, that deals with consumer financial services complaints.
Unfortunately on this transaction, you do not qualify as a consumer and therefore you are not able to make a complaint to the Financial Ombudsman.
FSCS Compensation Scheme
If our company fails and we are unable to meet our financial commitments to you, consumers may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). Unfortunately on this transaction, you do not qualify as a consumer and therefore you are not able to make a complaint to the FSCS Scheme.
Further information about the limits applicable to the different product types is available from the FSCS at http://www.fscs.org.uk/what-we-cover/products/
Head of Quality Assurance Contact Details
Should you have any concerns about any aspect of the service that you have received from Penn Chambers 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