Customer Complaints Handling Procedure – Peac Business Finance

Introduction

At PEAC, it is important to us that our customers are satisfied with the services we provide. PEAC is committed to hearing customer suggestions and resolving any complaints customers may have in an efficient and fair manner. PEAC’s Customer Complaints Handling Procedure has been developed in accordance with the regulatory requirements and the industry best practice.

PEAC will investigate all complaints about the company, its employees, quality of service or any other expression of dissatisfaction.

How to make a complaint?

A customer can complain in writing (by sending a letter or email), or verbally by telephone. Simply contact our Customer Services Department by:

Our timescales

We endeavour to resolve complaints within 3 working days, wherever possible. If we are able to do so, we will issue a Summary Resolution Letter, confirming this.

What will happen within 5 working days?
If we are unable to resolve the issue within 3 working days, we will acknowledge a complaint within 5 working days (via email or letter) and provide a complainant with a primary contact name.

Agent/Supplier complaints
We will forward any complaints about third parties e.g. an agent or supplier within 5 working days to that third party. We will advise the complainant about this. At the same time, we will provide the complainant the third party’s contact details.

What will happen within 8 weeks (40 working days)?
If we are able to resolve customer complaint within 8 weeks (40 working days), we will provide the complainant with a final response (resolution letter), clearly setting out our position.

What will happen after 8 weeks (40 working days)?
In some circumstances, it may take longer than 8 weeks (40 working days) to resolve the complaint. If this is the case, we will advise complainant about this, explain why we are not in a position to resolve the matter and give an estimated timeframe for resolution.

The Financial Ombudsman Service (FOS)
If the complainant is not satisfied with our response, or after 8 weeks of raising complaint, the complainant may be eligible to refer their complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service acts independently of PEAC. It is an independent public body which exists to sort out problems with certain type of complaints for example complaint relating to regulated credit products, car finance, loans etc.

Customers can find more information about FOS on their website www.financial-ombudsman.org.uk

The contact details for the Financial Ombudsman Service are:

Data Protection and Privacy-Related Complaints

In addition to general customer complaints, PEAC recognises the right of individuals (“data subjects”) to raise concerns regarding the processing of their personal data.

A data protection complaint may relate to, for example:

– The handling, accuracy, or retention of personal data

– The exercise of data subject rights (e.g. access, erasure, restriction)

– Responses to data subject access requests (DSARs)

– Alleged non-compliance with applicable data protection laws

Handling of data protection complaints

All data protection complaints will be logged and assessed by PEAC.

Where a complaint relates to a DSAR or other data subject right, it will be prioritised in line with statutory deadlines.

PEAC will investigate and respond in a clear, transparent, and timely manner, in accordance with applicable legal requirements and where appropriate, remedial actions will be taken and communicated to the complainant.

Timescales for data protection complaints

Data subjects may raise privacy-related complaints through the standard complaints channels listed above or directly to PEAC’s Data Protection Officer (DPO) via email at robert.stavely@peacsolutions.co.uk, or by post to the PEAC (UK) address above.

Complaints should include sufficient detail to enable investigation, including any supporting documentation where appropriate.

Escalation

If the complainant is not satisfied with the outcome, they have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

Telephone: 0303 123 1113

Data Protection Complaints

Where a complaint relates to data protection rights (including data subject access requests), PEAC will ensure compliance with applicable statutory timeframes. In particular, for data protection complaints, PEAC will:

  • acknowledge receipt within 30 days; and
  • investigate and respond without undue delay, keeping the complainant informed of progress.

Privacy Information

For information about how PEAC processes personal data, including how to exercise your data protection rights and raise a privacy-related complaint, please refer to our Privacy Notice at: Data Privacy Notice – PEAC Solutions