Our Complaints Procedure

Perennity is committed to handling complaints in a prompt and efficient manner.

Prompt attention:

Perennity undertakes to handle any complaint with the necessary efficiency to be able to give a prompt outcome of the complaint to the client.

 

Fairness:

Perennity undertakes to investigate every complaint with the necessary seriousness and fairness. Furthermore, Perennity undertakes that a full and appropriate level of redress is offered to the client without delay in order to reach a fair resolution for all parties.

 

Transparency:

Perennity undertakes to provide a transparent process of complaint handling which can always be inspected by the client.

 

Where can complaints be submitted?

Complaints can be submitted at any of the Perennity branches.

 

Complaints Procedure:

  • All complaints must be in writing and where applicable with the relevant documentation attached thereto
  • Complaints may be submitted by hand, by post, or via e-mail.
  • Complaints that are not immediately put in writing will still be handled provided that the expectation remains that the complaint must be submitted in writing.
  • All complaints will be handled by the appointed Key Individual or Director.
  • The responsible person will contact the client to inform the client who will be dealing with the complaint on behalf of the company.
  • The complaint will be investigated by the person responsible and further information may be requested from the client to clarify certain issues where required.