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 well trained, dedicated staff.
On the rare occasions that any part of our service does not meet your full 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 and that the client receives acknowledgment from the recipient of the complaint within 2 working days. A proposed resolution to the complaint should be issued to the client within 10 working days or 20 working days for a technical response. If for any reason there is an unavoidable delay in issuing a response to the complaint the client must be informed and a new deadline issued/agreed.
All complaints will be dealt with by Client Experience and a designated person will be allocated so they have a definite point of contact. All clients can contact this designated person if they have any questions or queries, or if they wish to enquire about the progress of a complaint. The Client Experience department are available during office hours between 9.00am to 5.30pm or by telephone on 0844 892 2775.
In line with the rules stipulated by the Financial Conduct Authority, any insurance/indemnity complaint will be referred to Peninsula’s Compliance Manager to acknowledge and respond.
Should any client be dissatisfied with the handling of a complaint at any time, they should inform their designated person who can determine the most appropriate person to respond.
If you are dissatisfied having followed all the stages of the above, please write to:
Client Experience Manager
Peninsula Business Services Ltd
Should you have any comments or feedback we would welcome them. Please send these to the Group Client Experience & Retention Manager 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