Complaints Procedure

SAF Leasing Ltd t/a Shire Franchise Finance (“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: enquiries@shirefranchisefinance.co.uk
Fax: 01827 300350

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

• If we are unable to resolve your complaint within 3 days, 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.

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

We aim to make our procedures simple. If you wish to discuss our Complaints Procedure further, please contact the Customer Services department on 01827 300310.