Terms & Conditions
The following procedures set out below form the basis upon which our private Detectives carry out their professional service for clients. Following good business practice and within a set of generally agreed on principles and code of conduct, it sets out as clearly as possible, in general terms, what standards of service may be expected by our clients. Similarly, it also states what is to be expected from our clients in return.
Where the name Pent Detectives (PD) is used throughout this document, the name is deemed to also refer to our Detectives.
1. Hours of Business
1.1 Pent Detectives offer a 24-hour service.
1.2 We are pleased to see clients by appointment at our offices, but we are also happy to see clients at their homes or their business premises if this is more convenient.
1.3 Instructions for overseas assignments can be taken at our Head Office in London.
2. Responsibility and Communication
2.1 Instructions can be given over the telephone, in a personal meeting at any of the venues mentioned, or in writing via email or phone calls, instructions will be confirmed by the client in writing, thus ensuring clarity of instruction and increasing efficiency.
2.2 Should there be any aspect of our work or service with which you are not entirely happy – which we trust will be unlikely – please raise the matter with our Manager at the earliest possible opportunity. In writing the email
2.3 You will be informed of the name of the person that is handling your case and where appropriate, of any other lines of communication, and points of contact.
2.4 When you telephone our office wherever possible you will be put through to the appropriate person to take your instructions or the person that is already dealing with your case. However, if they are unavailable when you telephone, please speak with an assistant/clerk who may be able to deal with your inquiry, take your instructions, or take a message.
2.5 Pent Detectives make every attempt to verify the credentials of clients, to establish that they have lawful reasons to instruct an investigation to be conducted.
2.6 Pent Detectives will carry out all investigations within the confines of the law, and within the bounds of morality and professional ethics.
2.7 Our prime commitment is to our clients and to respect the best interest of clients by maintaining the highest standard of proficiency, and reporting to clients all the facts ascertained, whether they be advantageous or detrimental, and nothing be withheld from clients, save by dictates of the law.
2.8 We will respect the privacy of clients and their lawful confidences, and ensure that services are adequately secure to protect the privacy and to guard against inadvertent disclosure of private information.
2.9 All our staff are committed to delivering a high quality of service, in what we hope is as helpful and friendly a manner as possible. We employ staff with the relevant knowledge, skills, and competencies to meet the needs of our clients, with a commitment to perform all professional duties following the highest moral principles, in a manner that will not bring the industry into disrepute and to ensure that all employees, or other persons paid to assist an investigation, adhere to this code of ethics.
2.10 We may from time to time use 3rd party sources and/or personnel to complete an investigation.
External Third Parties include:
(a) Service providers who provide Investigative or allied services solely in connection with your matter
We do not allow our third-party service providers to use your data for their purposes.
3. Handling Information
3.1 Pent Detectives will make every effort possible to ensure the accuracy of any information (in any form) supplied, to the best of the knowledge, information, and belief of Focus. Information supplied will be rechecked if it is subsequently found to be incorrect.
3.2 Any information (in any form) supplied by Pent is done so on the understanding that it is for the sole use of the instructing client and any such information (in any form) shall not be disclosed, transmitted, or copied in any way whatsoever, without the written permission of Pent Detectives
3.3 Should any information (in any form) supplied by Pent be subsequently passed to any third party, by any means whatsoever without Pent Detective’s permission (as referred to above) Pent Detectives shall not be responsible for any liability, loss, loss of profit, additional expense and any form of damages whatsoever for such unauthorized disclosure.
4. Bespoke Equipment
4.1 Where equipment has been obtained and/or constructed to a customer’s specification and at their request, Pent Detectives retains the right to charge the full quoted fee and disbursements should there be any change in the customer’s requirements irrespective of reason or circumstances.
4.2 All equipment dispatched from our office, is thoroughly checked in full working order before dispatch, any items not received in full working order need to be reported to our office within 24 hours of receipt.
4.3 Any bespoke equipment is non-returnable and non-refundable.
5.1 For our scale of charges, please refer to any agreement reached, specific to your particular contract with the Pent Detectives.
5.2 Rates stated may not be appropriate in cases of exceptional urgency, complexity, or responsibility. Where such circumstances exist, we must reserve the right to revise rates by mutual agreement.
5.3 Estimates are given on the basis that the case proceeds reasonably smoothly and without undue complication or delay: If it seems that these factors will cause the estimate to be exceeded we will give you as much notice as possible, and reserve our right to revise the estimate.
5.4 Fees are payable whether or not a case is successfully concluded or completed unless superseded by prior agreement, as may be the case in some instances, for certain categories of service.
6.1 Our charges are payable immediately upon starting the assignment and our account being rendered in the absence of any prior agreement (such as for legally aided matters) for the payment of a client account. In most circumstances, our clients are asked to pay a retainer fee (deposit) before the commencement of any inquiry. In certain matters, full payment may be required prior to commencement of the investigation.
6.2. Any disbursements that we incur on your behalf are payable by you in advance, and therefore, we do ask you to settle such amounts promptly or risk delays to your case.
6.3 Payments can be accepted by the following methods: – cash & cryptocurrencies only.
7.1 In the event of written cancellation by the client of any service before the service being commenced, the client shall be responsible for all costs incurred by the company for administration, due diligence, and file creation usually 50%. Payment of these costs becomes due immediately.
7.2 With respect to surveillance inquiries, or any other ‘pre-booked’ investigation, written cancellation within 72 hours will be liable to 50% of the fee quoted whilst cancellation 48hrs or less will render the full fee liable.
7.8 These terms and conditions shall be governed by English Law and any dispute arising out of or in connection with the same shall be determined by the English Courts, and for these purposes ‘written cancellation’ refers to email.
8. Long-distance Selling rules
8.1 Due to the nature of the services provided Focus Detectives opt out of the long-distance selling rule, as the majority of cases commence immediately after telephone instruction/email instructions are received by us, for the best benefit of our clients.
8.2 In line with our data protection policy, please be aware that all closed case files are destroyed within six weeks. If you require further clarification please contact your case manager.
9.1 Due to the nature and speed that an investigation required to commence, we are happy to undertake inquiries from telephone instructions, but we would ask that clients give us as much detail as possible to confirm their identity, due to the due diligence we need to perform, to ensure we are acting within legal and moral guidelines and following the Code of Ethics of the World Association of Professional Investigators in which we hold Membership. We can supply written contracts but in the absence of this, we rely on our telephone contract/verbal agreement. All dates and times of all telephone calls are recorded.
We collect, use and share data primarily in the exercise of our regulatory functions. Those functions – and our duties and powers – are chiefly found in primary legislation – the Legal Services Act 2007, the Solicitors Act 1974, the Administration of Justice Act 1985, and the Courts and Legal Services Act 1990. We also collect and use data to comply with our duties with equality legislation including the Equality Act 2010.