Complaints procedure

Complaints procedure

Peninsula is committed to providing an efficient and reliable service for its clients. In order to achieve this, Peninsula keeps up to date with technology and employs dedicated well trained staff.

On the rare occasions that any part of our service does not meet your expectations, we have implemented a procedure designed to minimise the inconvenience to our clients and to resolve any complaint in a speedy and satisfactory manner. It is the policy of Peninsula that all complaints are taken seriously and are dealt with in a uniform way.

As a Peninsula client, you will receive acknowledgment from the recipient of the complaint within 2 working days. A proposed resolution to the complaint will be issued to our clients within 10 working days (or 20 working days if it’s a particularly complex or technical response). If, for any reason, there is an unavoidable delay in issuing a response to the complaint, the client will be informed and a new deadline issued/agreed.

All complaints will be dealt with by our Client Experience Team and a Resolution Specialist will be allocated on receipt of your complaint. If clients have questions, queries or if they wish to enquire about the progress of a complaint, they can contact their designated Specialist.

The Client Experience Team are available by telephone on 0844 892 2775 during office hours between 9.00am to 5.30pm.

Should any client be dissatisfied with the handling of a complaint at any time, they should initially inform their designated Specialist, who will then escalate the matter appropriately where necessary.

If you remain dissatisfied having followed all the stages of the above, please write to:

Head of Client Engagement UKI

Peninsula Business Services Ltd

The Peninsula

Victoria Place

Manchester

M4 4FB

Should you have any comments or feedback, we would welcome them. Please send them to the Head of Client Engagement UKI at the address above.

Complaints to the Financial Ombudsman Service (“FOS”)

In the event that you remain dissatisfied, if you are an eligible complainant (as defined by FOS), you can refer your complaint to the FOS, free of charge, but you must do so within six months of the date of our final response.

If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint, and so will only be able to do so in very limited circumstances. For more information please contact the FOS at:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Or, call 0300 123 9123 or 0800 023 4567, or you can register your complaint online. Full details can be found at www.financial-ombudsman.org.uk

Complaints to the Legal Ombudsman

In the event that work is undertaken on your behalf by one of our solicitors, and you remain dissatisfied after following the above complaints procedure, you may have the right to refer your complaint to the Legal Ombudsman.

You may refer your complaint to the Legal Ombudsman, free of charge, but you must do so within six months of the date of our final response.

If you do not refer your complaint in time, the Legal Ombudsman will not have our permission to consider your complaint, and so will only be able to do so in very limited circumstances. For more information please contact the Legal Ombudsman at:

The Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Or call 0300 555 0333,

or you can email on enquiries@legalombudsman.org.uk. Full details can be found at www.legalombudsman.org.uk