Complaints procedure
If you are unhappy with our service, we want to know. Here is how to tell us and what happens next.
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Complaining is free. Most concerns are resolved with a conversation, so please get in touch as soon as something isn’t right.
How to make a complaint
Tell us by email at finance@pfconsult.co.uk, by phone on 020 8004 9727, or in writing to 3 Chiltern Court, Asheridge Road, Chesham, HP5 2PX. Your complaint will be handled by a director, who will not have been involved in the matter you’re complaining about where possible.
It helps if you tell us what went wrong, when it happened, and what you would like us to do to put it right.
What happens next
- Within 5 working days, we acknowledge your complaint and tell you who is looking into it.
- We investigate, reviewing your file and talking to the people involved.
- Within 4 weeks, we send you a full written response explaining what we found and what we will do. If we need longer, we’ll tell you why and when to expect our reply, which will be within 8 weeks of your complaint.
If you’re still not satisfied
You can refer your complaint to our professional body, which has its own complaints process and can investigate the conduct of its members.
If your complaint is about how we handled your personal information, you can also contact the Information Commissioner’s Office at ico.org.uk/make-a-complaint.
Learning from complaints
We record every complaint and review them regularly, so that the same problem doesn’t happen again.