Make a complaint

Unhappy about something?

At Perenna we want to give you the best possible service, but we know we might not always get it right. If we don’t and something goes wrong, please let us know. Telling us gives us the chance to fix the problem and help prevent the same things happening again in the future.

How to contact us

If you have a complaint, please email us at complaints@perenna.co.uk. We will do our best to fix the issue straight away.

To help us investigate and resolve your complaint please give us as much detail as possible, including:

• Your name and email address
• A description of what’s gone wrong
• When the problem occurred
• How you’ve been affected
• How you would like us to put things right

What we will do

We will attempt to resolve your complaint within 3 business days.

If we can’t resolve it within 3 business days, we’ll let you know. And we will keep you regularly updated with our progress until your complaint is resolved.

For now, we will always communicate with you about your complaint by email. We’re working hard to open our other communication channels as soon as we can.

The Financial Ombudsman Service

We’re allowed up to 8 weeks to resolve your complaint. If we can’t do this, or you are not satisfied with our response, you can refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves. You can contact them:

• By phone: 0800 023 4567
• By email: complaint.info@financial-ombudsman.org.uk
• In writing at: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Further details can be found by visiting: www.financial-ombudsman.org.uk.

Additional Information

If the complaint involves the processing of your personal data, you have the right to submit a complaint directly with the Information Commissioner’s Office. You can contact them:

By phone: 0303 123 111

Online: www.ico.org.uk