Penham Excel considers a complaint is essentially an expression of dissatisfaction, which may take different forms.

Where a person is making a verbal complaint, he/she is always advised and encouraged to complain in writing. Where the person does not wish to make the complaint in writing, Penham Excel will ask for their name, address, nature of complaint and this information will be passed to the appropriate manager for action and response.

Penham Excel believes a complaints system should be accessible, simple to understand, fair, confidential and provide an effective response.

Penham Excel has a company complaints procedure which has been detailed to form part of the manual for ISO 9001:2015 accreditation.

Any complaints made, will be logged as per ISO 9001:2015 specification and would be open to scrutiny by our client.

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.

Our Complaints procedure ensures;

  • All complaints are logged and an initial response is provided immediately.
  • Thorough investigation by a manager or director is carried out and a further response is made within a maximum of 5 working days.
  • The absolute right of clients to personally inspect all company records and interview any member of staff.

In addition; as members of the Credit Services Association (CSA); we are subject to the complaints procedure of this organisation.

We are continually seeking to improve our procedures on complaints as we believe good complaint handling saves time, cost, unfavourable publicity and leads to improved client retention.