Compliance & Legal
Make a Complaint.
We take all complaints seriously. Our ISO 9001-certified complaints procedure ensures every complaint is acknowledged, investigated, and resolved fairly and promptly.
← Back to Legal & ComplianceOur Commitment
Coaley Peak Ltd holds ISO 9001:2015 certification for quality management. Our complaints procedure is a controlled part of our quality management system and is reviewed at each management review meeting to ensure it remains effective and continues to improve.
Every complaint is acknowledged within 2 business days of receipt.
We aim to resolve all complaints within 20 business days of acknowledgement.
How to Make a Complaint
Submit your complaint
Email complaints@coaleypeak.co.uk, call us on +44 (0)1242 521 967, or write to us at the address below. Please include your name and organisation, the nature of your complaint, the dates and circumstances involved, and any documents you consider relevant.
Acknowledgement
You will receive written acknowledgement within 2 business days of receipt, confirming that your complaint has been logged, the name of the person handling it, and the expected timeline for resolution.
Investigation
The assigned complaint handler will investigate thoroughly, reviewing relevant documentation and speaking with the relevant team members. We may contact you for further information during this stage.
Resolution
You will receive a written outcome explaining what was found, any action taken or to be taken, and — where appropriate — a proposed remedy. We aim to complete this within 20 business days of acknowledgement.
Escalation
If you are dissatisfied with the outcome, you may request escalation to the Managing Director within 10 business days of the resolution letter. Escalation decisions are final at this stage, unless an external route applies (see below).
External Escalation Routes
In addition to our internal process, you may have the right to refer certain complaints to an external body.
ICO — data protection complaints
If your complaint relates to the handling of your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at any time — without first raising the matter with us. The ICO is the UK's data protection supervisory authority. Coaley Peak Ltd is registered with the ICO under registration number ZA505303.
ico.org.uk/make-a-complaint →Financial Ombudsman — financial services
If your complaint relates to a regulated financial service, you may be entitled to refer the matter to the Financial Ombudsman Service after completing our internal complaints process.
financial-ombudsman.org.uk →Courts
Nothing in this complaints procedure limits your right to pursue legal remedies through the courts.
Contact Information
Post
Complaints TeamCoaley Peak Ltd
The Limes, Bayshill Road
Cheltenham, GL50 3AW
United Kingdom
Use the dedicated complaints address
Complaints sent to other email addresses or departments will be redirected to the complaints team, but may take longer to process. We recommend using complaints@coaleypeak.co.uk to ensure the fastest response.
ISO 9001:2015 Quality Management
Our complaints process is a controlled procedure under our ISO 9001:2015 quality management system. All complaints, outcomes, and corrective actions are recorded and reviewed at quarterly management review meetings. This data is used to drive continual improvement across our operations.
Coaley Peak Ltd is certified by a UKAS-accredited certification body. Certification can be independently verified at ukas.com.