Complaints Handling Procedure

  1. Should you wish to complain about the service we provide, please write to us by addressing your grievance to the Directors of Pavone & Partners at The Old Bat & Ball, St Johns Hill, Sevenoaks, Kent, TN13 3PF, or via email at enquiries@pavonepartners.co.uk

    We will deal with all complaints arising under these Rules. A Director of Pavone & Partners will liaise with you regarding your complaint.

  1. Except in the case of exceptional circumstances, we will acknowledge receipt of a complaint to you within seven working days of receipt of the complaint and shall provide you with a substantive response within one month.

  2. If, due to the complexity of the complaint, we cannot provide a substantive response within one month, one of our Directors will notify you, provide an explanation for the delay and provide a reasonable estimate (not exceeding six months) of the timeframe within which a response will be provided.

Individuals whose personal data is collected or used in accordance with UK data protection laws have rights under these Rules to complain to the ICO or to make a claim in a UK court of competent jurisdiction if they are not satisfied with the way in which their complaint has been resolved. Any such individual entitled to benefit from such rights will be notified of the same as part of the complaints handling procedure.