At Penham Excel, we take all complaints seriously. We are committed to ensuring they are handled sensitively, thoroughly, and promptly, with every complaint fully investigated and, where appropriate, action taken and redress made.
If you believe we have not followed our procedures correctly, please let us know and we will do our best to put things right as quickly as possible. You can nominate someone else to act on your behalf. Just let us know if you wish to do so, and we’ll be happy to communicate with them directly with your permission.
We follow a simple two-stage complaints process, giving you the opportunity to escalate your concerns if you’re not satisfied with our initial response.
What Happens When You Complain
Once we receive your complaint, we’ll send you an acknowledgement within 2 working days. This will confirm who is dealing with your case and when you can expect a response.
Stage One – Informal Review
At this stage, one of our Office Managers will review your concerns and assess all available evidence, including call recordings and body-worn video (if relevant).
We will contact you with our response within 5 working days of acknowledging your complaint. If you’re not satisfied with the outcome of this informal review, you can request that your complaint be escalated to Stage Two. You can do this by contacting us again and explaining why you remain dissatisfied.
In some cases, for example, if your complaint is particularly complex or raises multiple serious concerns, we may decide to move it straight to Stage Two. If that happens, we’ll let you know as soon as possible.
Stage Two – Formal Review
At this stage, an Office Manager, will carry out a formal investigation. They will review:
- All aspects of your complaint
- Any evidence you’ve provided
- Any evidence held by us
- You’ll receive a written response that:
- Addresses each part of your complaint
- Explains our findings and the evidence considered
- Confirms any action we’ve agreed to take and the timescales for doing so
We aim to provide this response within 20 working days of acknowledging your Stage Two complaint. In rare cases where more time is needed, we’ll keep you informed and let you know when to expect a full response.
If you feel that you have a complaint, please provide full details of your compliant in writing to: The Office Manager, Penham Excel Ltd, Ashley House, Siemens Road, Stafford, ST17 4DT. or email info@penhamexcel.co.uk
Please ensure you include your Penham ID so we can locate your details. We handle all complaints in line with data protection regulations and treat all parties with respect and fairness throughout the process.
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.