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Tel: 01590 672900

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Tel: 01590 672900

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Complaints Procedure

What to do if you have a complaint

We want our customers to be happy. If the goods you have bought from us are faulty or you have not received the best standard of customer care from us, we want to hear from you.

If you have a query or problem, please contact one of our members of staff who will do their best to resolve any problems as soon as possible.

You may contact us in person, by telephone, e-mail or in writing.

Please supply us with your name and address and a contact telephone number. Please give us as many details as possible about your complaint so that we may understand the situation.

If you inform us of your complaint verbally, a company representative will make a written note of your complaint. A copy of this record will be available to you.

You may wish to write or e-mail to document your complaint in your own words.

We will acknowledge all complaints within 5 working days.

Hopefully, your complaint will be solved quickly and to your satisfaction.

If this is not the case you may further write to;

Mrs Tracy Matthews, Company Director
Pennington Mobility
10-12 South Street
SO41 8ED

who will then proceed with your complaint.

In this case, a written reply will be sent to you within 30 days of your complaint giving details of how the company plans to proceed.

As Pennington Mobility is a member of BHTA, if you are still unhappy with the outcome you may wish to contact the BHTA who will help you with mediation and arbitration.

Their contact details can be found by clicking HERE.

Pennington Mobility is willing to participate in BHTA’s complaints mediation and arbitration process.

Alternatively, you may approach an Alternative Dispute Resolution (ADR) provider but Pennington Mobility will not participate if you do so.

An example of an ADR is;

The Retail Ombudsman,

Address; 33 Floor, Euston Towers, 286 Euston Road, London, NW1 3DP.

Email; [email protected]



Alternatively, you can visit the EU’s online platform for dispute resolution at;

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