How to register a complaint
How to register a complaint
Peer Funding is committed to providing an excellent level of service and care to all our users.
We are aware that on occasions things may not go according to plan, and you may feel that we have not lived up to the standards you expect from us. If this is the case, we encourage you to send us feedback of your experience when using our site. You can do this by contacting us by email, telephone or post. All these contact details and your rights can be found at the bottom of this page.
Our complaints handling policy
If you lodge a complaint with us we will aim to respond in a prompt, consistent and fair manner.
We will aim to resolve your complaint at first contact or, if we are unable to do this immediately, by the close of business the following day.
If for whatever reason we are unable to settle your complaint by the close of business the following day, the matter will be investigated by a member of staff who is not directly involved in your complaint. The complaint handler will have the experience to quickly identify the root cause, the authority to settle or if required escalate the complaint to one of our Directors.
We will write to you within 5 working days to tell you what we have done to resolve the complaint or to let you know when to expect a full response. The communication will include the name, job title and contact details of the complaint handler if further action is needed.
If 4 weeks after receipt your complaint remains unresolved, we will contact you in writing to explain why and advise when it is expected to become resolved. The maximum time you should expect your case to remain unresolved is 8 weeks.
In the event that your complaint remains unresolved within 8 weeks of receipt we will write to explain why and inform you when to expect further contact.
In our final response to you we will inform you of our findings, and where appropriate detail what action has been taken to prevent a similar occurrence. We will fully address the subject of your complaint and where upheld we will offer a resolution that is consistent with treating you fairly.
You may contact us at any time whilst we are dealing with your complaint and if your complaint handler is not available, we will endeavour to always have a member of staff available to help you.
If you are dissatisfied with our final response, you may either ask us to reconsider our findings and solution, or you can refer the matter to the Financial Ombudsman Service.
Whether we have replied or not, 8 weeks after us being in receipt of your complaint you have the right to refer your complaint to the Financial Ombudsman Service.
Should you decide to refer your complaint to the Financial Ombudsman you must do so within 6 months of the date we issue our final response to you. After this time has lapsed the Ombudsman may refuse to consider the matter.
We are authorised and regulated by the Financial Conduct Authority (FCA), who have set out specific rules for the handling of complaints.
St John’s House
St John’s Street
Our procedures comply with the FCA rules, but if you wish to obtain further information you can contact the FCA as follows:
Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Helpline tel: 0300 123 9 123