Contact Products Claims Distribution Pen Central News About Pen Central Login 67 Lombard St, London, EC3V 9LJ Complaints We are committed to delivering the highest standards of customer care and we are always interested in your feedback. If you would like to make a complaint about our service you can contact our complaints team using the following details: Email: pencomplaints@penunderwriting.com Telephone: 0141 285 3539 Whilst we will make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern. In such circumstances, we promise: - To acknowledge any formal complaints in five working days or less - To have complaints and expressions of dissatisfaction reviewed fairly and independently by a person of appropriate seniority and authority - To identify the person managing your complaint in our original letter of response - To respond fully to your concern or complaint within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly. We will also let you know when we will contact you again. - If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to Lloyd’s and/or the Financial Ombudsman Service. Lloyd’s of London If we are unable to resolve a complaint which relates to the performance of your policy or the insurer, and your policy is underwritten at Lloyd’s, you may refer your complaint to Lloyd’s for review. Lloyd’s’ contact details are below, and further information on the referral process can be found on the Lloyd’s website. Address: Lloyd’s Complaints Team , One Lime Street, London. EC3M 7HA Telephone: 020 7327 5693 Email: complaints@Lloyds.com Website: www.lloyds.com/complaints Financial Ombudsman Service If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service; the address is: The Financial Ombudsman Service, Exchange Tower, London. E14 9SR Tel: 0300 123 9123 Email: complaint.info@financial-ombudsman.org.uk If you take any of the actions above, this will not affect your statutory right to take legal action. Online Dispute Resolution Platform - Pen Nordic Customers The European Commission has established an Online Dispute Resolution Platform (ODR Platform) that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. A day in the life in Pen City Watch our mockumentary and find out how we do business at Pen Watch Video Our offices With offices across the UK, our underwriters are always on hand to help View our offices Legal and Regulatory Information Modern Slavery Act UK Privacy Notice EEA Privacy Notice Cookie Policy Complaints 67 Lombard St, London, EC3V 9LJ Download the Pen App © Pen Underwriting 2018. All rights reserved. We use necessary cookies for site functionality. In order to improve your site experience, we'd also like to set optional cookies to personalise your experience and collect information on how you use our site. Accept all cookies or select Manage Cookies to view our Cookie Policy and choose which cookies you’re happy for us to use. Accept Powered by Digital Control Room