Complaints Policy

If we fail to meet your expectations with the terms of the service that we provide, we want to know about it. We are committed to providing an honest, open and friendly service, delivered to the highest standard. Our aim is to provide a high level of service to all our customers all the time.

How to Make a Complaint

  1. Complaints can be made in writing to People’s Holdings, New York House, 1 Harper Street, Leeds, LS2 7EA or by telephone on 0113 360 8500 or via email at complaints@peoplesholdings.co.uk.
  2. We will send you a written or electronic acknowledgement of a complaint within two business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
  3. Within four weeks of receiving a complaint, we will send you either:
  4. a final response adequately addressing the complaint; or
  5. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  6. Within eight weeks of receiving a complaint we will send you either:
  7. a final response adequately addressing the complaint; or
  8. a response which:
  9. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
  10. informs you that you may refer the handling of the complaint to the Legal Ombudsman (LeO) if you are dissatisfied with the delay.
  11. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.
  12. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.
  13. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

Tel: 0300 555 0333

E-mail: cmc@legalombudsman.org.uk

Visit: www.legalombudsman.org.uk/cmc

N.B. Please note you have 6 months from the date of our final decision to approach the Legal Ombudsman.

You can refer your Data Protection complaint to the

Information Commissioner’s Office,

Wycliffe House,

Water Lane,

Wilmslow,

Cheshire SK9 5AF,

Telephone: 0303 123 1113,

E-mail: casework@ico.org.uk

Visit: www.ico.org.uk/concerns/handling/

N.B. Please note that you have 3 months from the date of our final decision to approach the Information Commissioners Office.