Peninsula is committed to providing an efficient and reliable service for its members. 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 members 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 member receives acknowledgement from the recipient of the complaint within 2 working days. A proposed resolution to the complaint should be issued to the member 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 member must be informed and a new deadline issued/agreed.

All complaints will be dealt with by Membership Solutions and a designated person will be allocated so they have a definite point of contact. All members 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 Membership Solutions department is 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 member 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; technical complaints may be appealed to nominated individuals within the Consultancy departments.

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

Membership Solutions Manager
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 Membership Solutions & 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
Exchange Tower
London
E14 9SR

Alternatively, call 0300 123 9123 or 0800 023 4567; email complaint.info@financial-ombudsman.org.uk, or complain online. Full details can be found at www.financial-ombudsman.org.uk