We want you to have a simple and straightforward experience with Penfold, but we know things don't always go to plan.
If you're unhappy with your experience, please let us know. We’ll take your concerns seriously, look into what happened, and do our best to resolve things as quickly as possible.
How to raise a complaint
You can raise a complaint with us in whichever way is easiest for you:
Email: hello@getpenfold.com
Chat: Send us a message through our online chat
Phone: 0208 003 5908, Monday–Friday, 9am–5:30pm
Post: The Ministry, 79–81 Borough Road, London SE1 1DN, United Kingdom
You don't need to use the word “complaint” for us to recognise your concerns as one. However, if you're sending us a letter in the post, including “Complaint” in the subject line can help us identify your message quickly.
When you contact us, please tell us:
what happened;
how this has affected you; and
what you would like us to do to put things right.
We will ask you for anything else we need while looking into your complaint.
After you've raised a complaint
We'll acknowledge your complaint and make sure we understand your experience.
We'll then look into what happened. Depending on the complaint, this may involve reviewing your account, previous conversations with us, our internal records or speaking to other Penfold teams.
We'll always try to resolve your complaint as soon as we reasonably can. Some complaints are straightforward and can be resolved very quickly. More complicated complaints may take longer, and we may need to contact you for further information while we investigate.
We aim to resolve complaints well before the regulatory deadline wherever possible, but we will provide our final response within eight weeks of receiving your complaint at the latest.
Our final response will explain:
what we looked into;
what we found;
whether we agree that something went wrong;
what we'll do to put things right, where appropriate; and
what you can do if you're dissatisfied with our response.
If you're not happy with our response
If you're unhappy with our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent organisation that helps resolve disputes between customers and financial services firms.
Where you have the right to refer your complaint to FOS, we'll explain this in our final response and provide information on how to contact them.
You can find more information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123