keyboard_arrow_down
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.
How to contact us
Should you wish to complain please write or telephone us using the details shown below 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
Telephone: 01827 300 341
Email: customerservices@shireleasing.co.uk
What happens next
Shire strives to provide a responsive and timely service to all of our customers, however, depending on the nature of your concerns it may take up to 8 weeks. We will record your complaint, thoroughly investigate your concerns and keep you informed of our progress throughout.
You will either receive a Summary Resolution Communication or Final Response, depending on how long it takes to fully investigate and resolve your complaint. Further details of which are outlined below.
| Summary Resolution Communication | You will receive this if the complaint has been resolved to your satisfaction within 3 business days following the day on which it was received. | The letter will confirm that your complaint has been resolved and will provide you with details of the Financial Ombudsman Service (FOS). |
| Final Response | You will receive a letter acknowledging your complaint followed by our Final Response. | Our final response is a detailed letter which outlines our investigation and decision. We will also provide you with details of the FOS. |
Financial Ombudsman Service
If you still remain unhappy with the solution, 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.
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567
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
E-mail: code@fla.org.uk
British Vehicle Rental & Leasing Association
Shire is also a member of the British Vehicle Rental & Leasing Association (BVRLA). The BVRLA runs an alternative dispute resolution (ADR) service which is available to customers who remain unsatisfied with a decision taken in respect of a complaint or appeal. If your complaint is in relation to a vehicle, and you’re eligible, the BRVLA may be able to help both parties resolve their dispute.
Details of your complaint should be submitted online at https://bvrla.co.uk/consumer-advice/making-a-complaint-adr.html
If you do not have access to the internet, details can be sent by post to:
British Vehicle Rental & Leasing Association
River Lodge, Badminton Court
Amersham, HP7 0DD
Vehicle Finance Complaints
The Financial Conduct Authority has announced it will be completing a review of the motor finance market and has introduced temporary rules that may impact how we investigate and respond to these complaints. Further information on the changes can be found here.
We aim to make our procedures simple. If you wish to discuss our Complaints Procedure further, please contact the Customer Services department on 01827 300 341.