Complaints procedure
How to make a complaint
Your feedback helps us to improve. Please do not hesitate to contact us if something does not work as you expected. We take all complaints seriously and take steps to fix any problems that arise.
We are committed to resolving complaints as quickly as possible. In the unlikely event that you wish to make a complaint, you may do so by following these steps:
-
Contact us
You can submit your complaint in writing by sending your letter to the following address:
1 Canada Square,
Canary Wharf,
London
United Kingdom,
E14 5DY
By email to: complaints@peercredit.com
By phone at: +44 (0) 7400 582 692
-
Provide us with details of your problem
To enable us to effectively resolve your complaint, please include a brief description of your complaint and your email address connected to your PeerCredit account.
Please note: If you have registered with Facebook, LinkedIn or Google, please check your email address connected to your account in your Profile. We will not be able to identify you without the correct email connected to your account.
-
We will keep you informed
We will try to acknowledge receipt of the complaint within five working days and we hope to provide a final response within four weeks. If we are not able to do so we will respond to your complaint in full within eight weeks.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to – The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Complaints investigation
The nominated complaints handler will at all times be responsible for the investigation of complaints. Input will be sought from other employees where necessary.
We will retain a log of all complaints received and the outcome. A complaints file will be created for each complaint, reference to the log, and which will contain all communication with complainants, the actions taken to investigate the complaint, the findings and a copy of the final response to the complainant.
This complaints procedure is made available to every customer upon request, is published on the company’s website, and is included in summary form in our customer documentation.