Complaints Procedure

At Penfold, our aim is to provide you with a simple, easy to understand and effortless pension experience. But we know that sometimes, things might not always go to plan.

We want to provide you with top level customer service, and so we want to know when things go wrong so we can put them right. Therefore, we take all complaints very seriously and our promise to you is that we will investigate and deal with your complaint promptly and fairly. We will do everything we can to resolve an issue straight away, however, if it takes a little longer, we’ll keep you updated on our progress.

How to make a complaint

To get in touch with us to make a complaint please either:

• Email hello@getpenfold.com
• Send a message via our online chat
• Phone: 020 8003 5908 (Monday-Friday, 9am – 5:30pm)
• Send a letter: Penfold, 215-221 Borough High Street, London, SE1 1JA

If you also include ‘Complaint’ in the heading, this will help us to pick this up as soon as possible.

How we will deal with your complaint

After receiving your complaint, we’ll acknowledge that we have got it and we’ll look into your complaint straight away.

We’ll then contact you as soon as possible to help try and resolve the issue you’re experiencing. We’ll also let you know what you can do if you are unhappy with the outcome.

If your complaint involves a more complex issue and we can’t reach a resolution within 3 business days, we’ll keep you informed of our progress, and we may ask you for more information whilst we do this.

We will aim to resolve one of these more complex complaints within an absolute maximum timescale of eight weeks, although we’ll try to be much faster. Once we have finished investigating your complaint, we will send you a final response. This will include a summary of our investigation and our decisions or resolutions.

If you are not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service (FOS):

You can refer your complaint to FOS if you’re not happy with how we’ve handled your complaint, or you disagree with our decision. The Financial Ombudsman Service is an independent organisation that resolves disputes between customers and financial services firms.

They’ve produced a useful information leaflet which you can access here http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

For further information, you can contact the FOS using their contact details here:

• Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Phone number: 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Website: financial-ombudsman.org.uk