Peak Governance Business Advisors Ltd

Complaints Policy

We regard complaints as compliments

Why?

We value all of our customers, and if they are not happy, we are not happy.

We do not receive many complaints, but every one is a golden opportunity to cement a long-term customer relationship.

People do not usually complain for the sake of it, so we take every complaint seriously and handle each one individually. We are a small business which considers that any complaint is an opportunity to learn from our customers’ experiences and improve our products and processes.

Providing a top-class customer service is critical to our continued business, so if a customer is not happy we want to know why and learn from our mistakes. Sometimes things go wrong – and we do everything we can to make sure that does not happen - but if a customer simply walks away from us without telling us why we have to guess the reason. It’s better to know and understand the reason – and be given the opportunity to resolve the issue amicably.

We detail below our complaints handling procedure, which lets you know what you can expect from us and how we handle complaints.

Our complaints handling procedure.

What is a complaint?

A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service.

How to complain

Firstly, please tell us either in writing or verbally about your complaint in as much detail as possible. Please tell us what happened, when, and why you are not satisfied with our service. The amount of detail you provide will help us to focus on the matter at hand and speed up the resolution process.

What to expect.

We record the details of every complaint and share the learnings regularly with our team.
We work with you and try our best to resolve it.
When a complaint is received, we will undertake an immediate review of the circumstances. We aim to resolve all complaints straight away, but more complex cases might take longer. We will keep you in the loop as the so you know what's happening and what to expect next.
If we are at fault we will apologise, give you an explanation, and fix any mistakes. We may also offer you compensation in appropriate circumstances.