Customer Complaints Handling Procedure

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.

Please note that the Financial Conduct Authority extended the time firms have to respond to in scope complaints about motor finance agreements involving commission arrangements,  until after 4 December 2025.  More information is published at their website at fca.org.uk/carfinance

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. Please note, that this time limit does not apply to an in-scope commission related motor finance complaint.  Please refer to fca.org.uk/carfinance for more details.

The contact details for the Financial Ombudsman Service are: