Complaints

If you are unhappy then we want to hear about it so we can try to put things right.

If you wish to register a complaint, please contact us via any of the following methods:

In writing: Penvest Ltd, Insight House, 7A Alkmaar Way, Norwich, NR6 6BF 
By telephone: 01603 268080 
By email: complaints@penvest.co.uk

Insight Private Finance will aim to deal with your complaint quickly and impartially. 

How we will handle your complaints

Simplified Complaints
We will use this process if your complaint is about a simple matter – that we can look into and solve quickly and easily.

We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.

If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case becomes a formal complaint and follows the process outlined below.

The Financial Ombudsman Service
If you are not happy with the outcome of your complaint you have a statutory right to refer your complaint to the Financial Ombudsman Service.

It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint. 

You can contact the service using the following details:

Telephone 0800 023 4567 
Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting:
www.financial-ombudsman.org.uk

The Financial Ombudsman Service do not have the power to make judgements in respect of Buy-to Let mortgages where the mortgage was taken out predominantly for investment or business purposes. This includes most Buy-to-Let Mortgages. Our final response to any complaint will tell you whether you have the right to refer it to the Financial Ombudsman Service.

Let us know if you need any extra help or support
We are committed to providing a complaints service that is accessible to all our customers. If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.