Complaints

If something has gone wrong, we want to know. Tell us what happened and what you would like us to do, and we will look into it fairly.

How to complain

You can complain in whatever way suits you:

• Email info@penmores.com
• Call us on phone number to be confirmed
• Write to us at postal address to be confirmed

Please include your name, your reference if you have one (it starts PM), what happened and what you would like us to do. If you are complaining for someone else, we may ask for proof that you can act for them. If you need help making a complaint, just call us.

What happens next

1. We acknowledge your complaint within number of working days to be confirmed.
2. Someone who wasn’t involved looks at the records, and asks you about anything that isn’t clear.
3. We send you our full response within target timescale to be confirmed, explaining what we found and what we will do.

If we need longer, we will tell you why and when to expect our answer. Making a complaint does not affect your legal rights.

Complaints about your personal information

You can complain about the information we hold about you, how we use or share it, how we keep it secure, or how we handled a request to see, correct or delete it. Use any of the contact details above and mark your message “Data protection”.

We acknowledge data protection complaints within 30 days and keep you updated while we look into them. If you also ask for a copy of your information, we deal with that request separately, within its own legal time limit.

If you are still unhappy

Please ask us to look again at anything we haven’t resolved. For concerns about your personal information, you can contact the Information Commissioner’s Office at ico.org.uk/make-a-complaint. You don’t have to wait for our process to finish, although the ICO recommends giving us the chance to put things right first.

Any other external complaints route, for example a professional body, to be confirmed