Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes
wrong, we need you to tell us about it. This will help us improve our standards.

If you have a complaint, please put in writing including as much detail as possible marking your correspondence
Private and Confidential to the following address:

Pennycuick Collins, 54 Hagley Road, Birmingham, B16 8PE Or

We will respond in line with the timeframes set out below. If you feel we have not sought to address your
complaint within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider
without our final viewpoint on the matter


What will happen next?

We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing
a copy of this procedure.

A Board Director will investigate your complaint. This will include reviewing your file and speaking to the member
of staff who you have dealt with.

A formal written outcome of our investigation will be sent to you within 15 working days of sending the
acknowledgement letter. However, depending on the nature and complexity of the complaint, in some cases, we
may require additional working days to complete this for you. In these circumstances, we will notify you at our
earliest opportunity.

Once you have received the written outcome, if you are still not satisfied please notify us of this in writing, and
we will arrange for a separate review to take place by another Director. We will write to you within 15 working
days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house complaint’s procedure (or more than eight weeks
has elapsed since the complaint was first made) you can request an independent review from The Property
Ombudsman without charge.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP Telephone: 01722355 458 (Option 1) Email: Website:

Please note the following:

You will need to submit your complaint to The Property Ombudsman within twelve months of receiving our final
viewpoint letter, including any evidence to support your case.

The Property Ombudsman require that all complaints are addressed through this in-house complaint’s procedure,
before being submitted for an independent review.

Pennycuick Collins Ltd is an Appointed Representative of Your Company Matters Ltd which is Authorised and Regulated by the Financial Conduct Authority.