Complaints Procedure

Here at Pendulum Marketing Ltd., our primary objective is to offer an excellent service to our clients. However, if you are ever dissatisfied with the service we have provided, please follow the complaints procedure below and we will work hard to resolve your complaint.

Emmet McLaughlin deals with all complaints at Pendulum Marketing Ltd., and you should make any complaints to him as soon as practical once you become aware of an issue or concern. If your complaint concerns Emmet McLaughlin you can direct your complaint instead to The Office Manager.

You can make your complaint in person or in writing to:

Pendulum Marketing Ltd, 153a Northenden Road, Sale, M33 2HS

or by telephone on 0161 818 9545

or by email to complaints@pendulum-marketing.co.uk.

Upon receipt of your complaint, details will be recorded in the Complaints Log and an acknowledgement will be sent to you within two working days by email and also by post. This acknowledgement will confirm the name of the person handling your complaint.

The member of the Pendulum team handling your complaint will have authority to settle your complaint following a thorough investigation.

Following the investigation and within eight weeks of receiving your complaint, you will receive a final response which addresses your complaint.

If the investigation has found fault on our part we will acknowledge what went wrong in the final response and offer a suitable remedy along with an explanation of what happened. Any remedy offered will be proportionate to the level of what went wrong.

If however, the results of the investigation does not agree with the complaint the final response will provide a full and clear explanation of how the decision was reached.

If you are dissatisfied with our final response you may refer your complaint to the Claims Management Ombudsman (Part of the Financial Ombudsman Service). If you wish to refer your complaint to the Claims Management Ombudsman this must be done within six months of our final response to your complaint. You may also refer your complaint to the Claims Management Ombudsman if we fail to provide a final response within eight weeks.

Contact details for the Claims Management Ombudsman:

Visit Website

Call 0800 023 4567 between 9am to 5pm.

Calls to the (0800) number are free from both mobiles and landlines.

Calls are recorded and may be used for training and monitoring purposes.

For next generation text relay calls: (18002) 020 7964 1000.

Calls from abroad: +44 207 964 1000.

Address:

Claims Managment Ombudsman, Exchange Tower, Harbour Exchange, London E14 9SR

Do not send original documents to the Claims Management Ombudsman. All received documents will be scanned to make computer copies and the hard copy received documents will then be destroyed.

As has already been said, our primary objective is to offer an excellent service to our clients. If however, you do feel the need to make a complaint please rest assured your complaint will be treated extremely seriously and every endeavour will be made to satisfactorily resolve your complaint in as speedy a manner as possible.