At PEAC, it is important to us that our customers are satisfied with the services we provide. PEAC is committed to hearing customers’ suggestions and resolving any complaints customers may have in an efficient and fair manner. PEAC’s Complaints Management Policy & Procedures have been developed in accordance with best practices. This process ensures that all complaints are handled efficiently.
A complaint is any verbal or written expression of dissatisfaction about the provision or failure to provide, a financial service.
To provide a means of responding to complaints in a timely manner, ensuring necessary action is taken to seek to resolve the customers’ issue to their satisfaction and prevent future recurrence. A complaint is considered resolved when the customer acknowledges resolution or, following all reasonable attempts to resolve the complaint, PEAC cannot assist further.
All written complaints received from external customers, or their authorised representative. PEAC will offer the customer the opportunity to have a verbal complaint treated as a written complaint.
PEAC will investigate all complaints about the company, its employees, quality of service or any other allegation of dissatisfaction and respond within the agreed service level. A complaint is considered resolved when the customer acknowledges resolution or acknowledges that PEAC cannot do more.
We will acknowledge a customer complaint within 5 working days and provide a primary contact name, who the customer may direct related queries to until the matter is resolved or cannot be processed further.
If the customer is covered by the Consumer Credit Act or the Financial Conduct Authority Dispute Resolution Handbook, we will also provide a copy of the Financial Ombudsman Services’ leaflet on Complaints.
Within 8 weeks, PEAC will provide a final response or further communication explaining why we are not in a position to resolve the matter and giving an estimated timeframe for resolution.
PEAC will refer any complaints about other firms e.g. agent or supplier within 5 working days and advise the complainant that we have made the referral giving the complainant the other firm’s contact details. We may hold the complaint open until a full resolution has been reached, if this is deemed necessary to ensure customer satisfaction.
If you have any questions or would like to raise any issues concerning your agreement with us, simply contact our Customer Services Department by:
Additional Information – Financial Ombudsman Services
Customers may be eligible to access the Financial Ombudsman Services (FOS) for alternative redress or for mediation if they are not satisfied with PEAC’s final response or if PEAC have not provided a final response within 40 working days.
Customers can find more information on the eligibility and circumstances of when a complaint can be brought to the attention of the FOS online at www.financial-ombudsman.org.uk or by phoning 0800 023 4567 or 0300 123 9123.