Complaints Procedure

At Shire Funding we are committed to providing our customers with the highest quality service. However, if for any reason you are not entirely satisfied with any aspect of our service, by letting us know we can work together to understand what has happened and facilitate a resolution.

Should you wish to complain, you can contact us directly on 01827 300357, please ensure that you have your agreement number ready.  Alternatively you can send your complaint by post, email or fax to the following:

Post:    Customer Services, Shire Funding Solutions, 1 Calico Business Park, Sandy Way, Amington, Tamworth, Staffordshire, B77 4BF
Email:  customerservice@shirefunding.co.uk

You will need to tell us your name, business address, daytime contact number and agreement number. We will also need to know what’s gone wrong, when it happened and what you would like us to do to put it right.

Complaint handling

We will attempt to resolve your concerns within 3 business days, however if this is not possible we will acknowledge your complaint within five working days of it being received and conduct a thorough investigation, keeping you regularly updated throughout.

You will receive our response within 8 weeks of raising your complaint.

Financial Ombudsman Service (FOS)

If you have a complaint and we cannot resolve this, then 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 shown below:-

Post:              Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone:          0800 023 4567
Email:            complaint.info@financial – ombudsman.org.uk
Website:       https://www.financial-ombudsman.org.uk

Data Protection Complaints & the Information Commissioner’s Officer

If you are unhappy with how we process and use your personal information you can make a complaint directly to us, using the process listed above or directly to our Data Protection Officer:

By e-mail: dataprotectionofficer@shireleasing.co.uk,
By post: 1 Calico Business Park, Sandy Way. Amington, Tamworth, Staffordshire, B77 4BF
By phone: 01827 689 39
We hope that we can resolve any query or concern you raise with us directly, however if we are unable to do so the GDPR/ Data Protection Act 2018 also gives you right to lodge a complaint with a supervisory authority. 

The supervisory authority in the UK is the Information Commissioner’s Office (“ICO”) who may be contacted at https://ico.org.uk/concerns/ or using their helpline on 0303 123 1113