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Shire Leasing Plc (“Shire”) is committed to providing the highest quality service and ensuring customer satisfaction. However, should you feel that we have done something wrong, we welcome the opportunity to learn from this and we have a Complaints Procedure in place to assist us in resolving your concerns.
Write to us
Should you wish to complain please write to us at the following address providing us with full details of your concerns, together with our agreement number and contact details for yourself:
Post: Customer Services Department, Shire Leasing Plc, 1 Calico Business Park, Sandy Way, Amington, Tamworth, B77 4BF
Alternatively, you can contact us via email or fax:
Email: customerservices@shireleasing.co.uk
Fax: 01827 68672
What happens next
Shire strives to provide a responsive and timely service to all of our customers, we will:
- treat all complaints seriously and thoroughly investigate them;
- resolve complaints promptly; and
- learn from complaints and take action to improve our service.
We will attempt to resolve your concerns within 3 business days from receipt of the complaint, but if we cannot we will acknowledge your complaint within 5 working days and hopefully resolve the complaint within 4 weeks.
If you then feel dissatisfied with the result you receive, you can contact us to ask for the complaint to be reviewed by another Complaints Officer, generally at a more senior level. We will then carry out a further investigation and will seek to ensure you receive our response within 8 weeks from the date of the original complaint.
Financial Ombudsman Service
If you still remain unhappy with the solution even after the second review, and if you are eligible, you can refer your complaint to the Financial Ombudsman Service who provide an impartial and free service to help you. Their contact details are as shown below.
By post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
By phone: 0800 023 4567
By e-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Finance & Leasing Association
Shire is also a member of the Finance and Leasing Association (FLA). You may use their conciliation scheme to escalate an issue which you feel that we have not responded to in an acceptable time frame or if our response is not accepted by you. Their details are as follows:
Post: Finance & Leasing Association, Imperial House, 2nd Floor, 15-19 Kingsway, London, WC28 6UN
Phone: 0207 836 6511
Email: code@fla.org.uk
We aim to make our procedures simple. If you wish to discuss our Complaints Procedure further, please contact the Customer Services department on 01827 300341.