Peek Vision is committed to providing products and solutions of the highest standard that meet the needs of our users and beneficiaries. When things go wrong or we fail to achieve those high standards, we want to improve.
We investigate all complaints competently, diligently and impartially and obtain additional information as necessary. Every complaint is assessed fairly, consistently and promptly, taking into account all relevant factors to ensure a fair outcome for you.
Please get in touch if you have a concern or are dissatisfied in any. We will communicate with you and do our best to help resolve the situation in a fair and transparent way.
1. Raise your concern
We can only address concerns we know about, so please contact us when either the software or the services you have received from Peek haven’t met your expectations. We’re here between 9am – 6pm GMT Monday to Friday, outside of holidays, and will typically respond within 24 hours of receiving your email.
To help us investigate and try to resolve your concern, please provide us with the following information:
- Your name and address
- Details of how we can contact you
- A clear description of your complaint
- Details of what you would like us to do to rectify the situation
- If appropriate, copies of any relevant supporting documentation
2. Outcomes and follow up
We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.
We will do our best to resolve your concern quickly, by the end of the next business day if possible. If this is not possible, and your complaint relates to any financial payment:
- Within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them
- Keep you updated on the progress of your complaint, and
- Within 1 week of receiving your complaint, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.
3. What if I remain unhappy with your response?
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response, you may be able to ask an Ombudsman for an independent review. To help ensure that companies meet the standards set by the European Parliament, consumers have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service.
European legislation guarantees consumers:
- fair treatment;
- products which meet acceptable standards;
- a right of redress if something goes wrong.