Complaints

Our aim is to make lending with Credit Peers an enjoyable and profitable experience. If, however, for any reason you feel dissatisfied with any aspect of our service, in the first instance you should contact our Customer Services team by any of the means provided at www.creditpeers.com/contact, or send us an email directly to contact@creditpeers.com.
The vast majority of complaints can be dealt with within 24 hours. We will do everything we can to address your complaint within 24 hours and attempt to put things right as quickly as possible. If we are unable to resolve the matter, then we will let you know and treat your dissatisfaction as a formal complaint.

We will carry out an impartial review of the complaint with a view to understanding what did or did not happen, and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. If we cannot resolve your complaint within three business days, we will refer your complaint to our principal firm, Resolution Compliance Limited, to complete and communicate the outcome of the investigation to you.

A final response will be provided within eight weeks of receiving the complaint. We will keep you regularly updated with the progress of your complaint.
If you do not feel that your complaint has been resolved satisfactorily by the Customer Services team, you are able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers.

If we are unable to resolve your complaint to your satisfaction, and you are an eligible complainant as defined by the Financial Conduct Authority, you will have recourse to the Financial Ombudsman Service. Details of the Financial Ombudsman Service are:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

complaint.info@financial-ombudsman.org.uk

020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)

0800 023 4 567
Calls to this number are now free on mobile phones and landlines
0300 123 9 123
Calls to this number cost no more than calls to 01 and 02 numbers

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