How To Make a Complaint
Our Commitment to You
At Peak Financial Ltd, we are committed to providing a high standard of service to all our customers. We take any dissatisfaction seriously and view complaints as an opportunity to improve our services.
If you are unhappy with any aspect of our service, please let us know and we will do everything we can to resolve the matter promptly, fairly, and transparently.
2. How to Make a Complaint
Whilst we are happy to receive verbal complaints, it would be preferable that any complaints are made in writing via email to info@peakfinancial.ie.
You can also contact us in any of the following ways:
We are also committed to providing an accessible and convenient complaints process across all channels. Under the Consumer Protection Code 2025, you may submit a complaint through any channel you normally use to interact with us, including online, through our digital contact options or website forms (where available). All complaints are handled consistently across channels in line with our regulatory obligations.
To help us investigate your complaint quickly, please provide:
- Your full name and contact details
- Details of your policy or reference number (if applicable)
- A clear description of your complaint and any relevant information
3. Our Complaints Handling Process
Acknowledgement
We will acknowledge your complaint in writing within 5 working days of receiving it. Our acknowledgement will include the name and contact details of the person handling your complaint, and an outline of the next steps and when you can expect further updates.
Investigation and Updates
We will investigate your complaint fairly, thoroughly and promptly. We will keep you informed of progress at regular intervals, and at least every 20 working days, until your complaint is resolved.
Resolution
We aim to resolve complaints as quickly as possible. If we resolve your complaint within 5 working days, we will send you a written confirmation of the resolution. If your complaint takes longer to resolve, we will provide you with a final response in writing within 40 working days from the date we received your complaint.
If we cannot resolve your complaint within 40 working days, we will inform you of the reasons for the delay and advise you of your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).
4. If You Are Not Satisfied
If you remain dissatisfied with our final response, or if 40 working days have passed since you first made your complaint, you have the right to refer your complaint to the:
Financial Services and Pensions Ombudsman (FSPO)
5. Additional Support for Vulnerable Customers
We are committed to supporting customers who may be vulnerable due to personal circumstances. If you need assistance in making a complaint — for example, due to health, accessibility, language, or financial challenges — please let us know. We can support you through the process.
6. Record Keeping and Data Protection
We maintain a record of all complaints received. These records are retained in accordance with regulatory requirements and are regularly reviewed to help us improve our products and services.
Peak Financial Ltd is regulated by the Central Bank of Ireland. Financial Planning is not a regulated activity.
Effective date of this Complaints Policy: May 2026