Penham Excel recognise that all complaints need to be treated seriously, handled sensitively, thoroughly and promptly investigated; appropriate action will be taken and redress made.

If you feel that we have not carried out our procedures correctly, please let us know and we will endeavour to resolve as quickly as possible. Please let us know if you wish someone else to act on your behalf.

Our Complaints procedure ensures;

  • All complaints are logged and an initial response is given within 24 hours of complaint.
  • Thorough investigation by a manager or director is responded within 5 working days.
  • In addition; as members of Civil Enforcement Association; we are subject to the complaints procedure of this organisation.

If you feel that you have a complaint, please write to: The Office Manager, Penham Excel Ltd, Ashley House, Siemens Road, Stafford, ST17 4DT – providing full details of your complaint or email to info@penhamexcel.co.uk for the attention of the Office Manager – providing full details of your complaint or telephone 01785 224 999 requesting to speak to the Office Manager.

If you are not satisfied with the response that you receive you are entitled to an independent review of your complaint by the Civil Enforcement Association.

Compliments

If you feel that we have gone over and above our usual duties to help you with advice or assistance and you want to tell us about this – please write in to: The Office Manager, Penham Excel Ltd, Ashley House, Siemens Road, Stafford, ST17 4DT, with full details of what happened at the time or email to info@penhamexcel.co.uk for the attention of the Office Manager with full details or telephone 01785 224 999 requesting to speak to the Office Manager.