We always welcome feedback at any time, it helps us to improve our service and makes sure people get the help they need from us.

We may ask you to give us feedback from time to time if you use any of our services.

Complaints:

Pennysmart CIC are committed to providing a professional, supportive and confidential service to all our service users, but we are aware things don’t always run smoothly and our customers or clients may not always be happy with the service they receive from us. If this is the case, we would genuinely like to hear from you, not only allow us to try to resolve your problem, but to also help us avoid it happening again.

How to complain:

You can contact us by writing to:The Managing Director Pennysmart CIC, Units 59-60 The Business Centre, Minerva Ave. Chester, Flintshire CH1 4QL. Or phone us on 01244 651210. Email – enquiries@pennysmart.org.uk outlining what went wrong, when it happened, who you dealt with, what you think we should do to make things right, your full name, address and telephone number.

How we handle complaints:

We will always try to resolve a problem at the time you raise it with us. If we need more time to look into your complaint, we will send you an acknowledgement within 5 working days and tell you when we expect to contact you again. We will also enclose a copy of this procedure. We would expect in nearly all cases to send a letter explaining our response to your complaint within 10 working days.Our aim is to send a final response within eight weeks of receiving a complaint. If this isn’t possible, we will write to explain why and tell you when we will respond.

If we can’t reach an agreement:

If we take more than eight weeks to send a final response, or you don’t think we have resolved your complaint, you can contact the Financial Ombudsman Service.Financial Ombudsman Service, Exchange Tower, London, E14 9SR.Tel: 0800 023 4567 or 0300 123 9123. Email: complaint.info@financial-ombudsman.org.uk.www.financialombudsman.org.ukYou must refer any complaint to the Financial Ombudsman Service within six months of the date of our final response.