Complaints Procedure

Our Aim

Denson PK Ltd is committed to providing a quality service to its customers working in an open and accountable way that builds the trust and respect of all our stakeholders.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that: making a complaint is as easy as possible; we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response; we deal with it promptly, politely and, when appropriate, confidentially; we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc; we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. 

Our aims are to:

  • Resolve informal concerns quickly
  • Keep matters low-key
  • Enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. 

However, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Formal Complaints


Denson PK Ltd defines a complaint as ‘any expression of dissatisfaction (with Denson PK Ltd or with a member of staff) that relates to Denson PK Ltd and that requires a formal response’.


The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

The responsibility of Denson PK Ltd will be to:

  • Acknowledge the formal complaint in writing;
  • Respond within a stated period of time;
  • Deal reasonably and sensitively with the complaint;
  • Take action where appropriate.

A complainant’s responsibility is to: 

  • Bring their complaint, in writing, to the attention of Denson PK Ltd normally within 8 weeks of the issue arising
  • Raise concerns promptly and directly with a member of staff in Denson PK Ltd
  • Explain the problem as clearly and as fully as possible, including any action taken to date
  • Allow Denson PK Ltd a reasonable time to deal with the matter
  • Recognise that some circumstances may be beyond the control of Denson PK Ltd

Responsibility for Action: 

All Staff of Denson PK Ltd.Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Denson PK Ltd maintain confidentiality.

However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit).

Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: 

The management board of Denson PK Ltd will receive annually an anonymised report of complaints made and their resolution and complaints will be dealt with in accordance with the Privacy Policy of Denson PK Ltd.

Formal Complaints Procedure

Stage 1 

In the first instance, if you are unable to resolve the issue informally, you should write to Leslie Hollard, Denson Office Manager, so that she has a chance to put things right. If your complaint concerns a member of the management board, rather than a member of Denson PK Ltd staff, you should write formally to Alan Simpson, Director.

In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 4 working days of receipt.

You should get a response and an explanation within 15 working days.

Our contact details can be found on the Contact part of the Denson PK Ltd Website.

Stage 2 

If you are not satisfied with the initial response to the complaint then you can write to the Managing Director of Denson PK Ltd and ask for your complaint and the response to be reviewed.

You can expect the Managing Director to acknowledge your request within 4 working days of receipt and a response within 15 workings days.

The aim of Denson PK Ltd is to resolve all matters as quickly as possible.

However, inevitably some issues will be more complex and therefore may require longer to be fully investigated.

Consequently timescales given for handling and responding to complaints are indicative.

If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage 

If you are not satisfied with the subsequent reply from the Managing Director of Denson PK Ltd, then you have the option of writing to the West Yorkshire Trading Standards, details can be found at: https://www.wyjs.org.uk/trading-standards

It is a free, independent service for settling disputes between firms and their customers.

Changes to this Policy

We may review this policy from time to time and any changes will be notified to you by posting an updated version on our website and/or by contacting you by email.