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Account queries and complaints

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Feedback and complaints procedures

If you would like to provide us with feedback or make a complaint we have procedures for both which are outlined below.

Our commitment to you

We recognise the importance of our service to your business and we are committed to providing you with the highest standards of integrity and professionalism at all times.

 

As a company regulated by the Financial Conduct Authority (“FCA”) we adhere to the principles for businesses, as set out by the FCA and we are covered by the Financial Ombudsman Service (“FOS”).  As a member of the Finance & Leasing Association (“FLA”) we also subscribe to the FLA ‘Business Code of Practice’ and a copy of this code is available on request or may be downloaded from the FLA website

All feedback is received by our customer services department and is then passed to the relevant teams, where it forms a valuable part of our continuous improvement efforts. All comments and suggestions are reviewed, although we regret that we are not always able to respond directly to each suggestion received.

Should you need to contact us about any aspect of our service, you can reach us through the following channels:

  • In writing to the following address:

                Customer Service Department

                Siemens Financial Services Limited

                Sefton Park, Bells Hill

                Stoke Poges

                Buckinghamshire

                SL2 4JS

On receipt of a complaint (in any form) we will acknowledge your complaint and assign a case manager who will agree the next steps and timescales with you.

If you wish to raise a complaint with us, you can do so:

  • In writing to the following address:

            Customer Service Department

            Siemens Financial Services Limited

            Sefton Park, Bells Hill

            Stoke Poges

            Buckinghamshire

            SL2 4JS

We will investigate your complaint and provide you with a full response as promptly as possible.  In the rare situation of us not being able to resolve your complaint within eight weeks, we will always contact you explaining why this is the case.

If you have been unable to resolve the matter within eight weeks of receiving your complaint or you consider our final response unreasonable and are dissatisfied with our handling of your complaint you can refer the matter to the FLA through their conciliation and mediation schemes.

Furthermore, certain categories of smaller business customers can also refer the complaint to The Financial Ombudsman Service who is an independent adjudicator who can investigate and resolve outstanding disputes between financial services companies and their respective customers.

The Finance & Leasing Association (FLA)
Tel: 020 7836 6511
Web: www.fla.org.uk

Financial Ombudsman Service (FOS)
Tel: 0800 023 4567
Web: www.financial-ombudsman.org.uk

Our service standards

Our teams are committed to providing you with a prompt and professional service at all times.  Where our service falls short of your expectations, we will work with you to agree a resolution and put things right quickly.  Where your complaint involves a third party, we will raise the complaint on your behalf and work with all parties to resolve the issues as quickly as possible.

 

We treat each complaint separately, as such we will agree the steps and timescales with you when we receive the complaint and keep you informed throughout our investigation.

Get in touch for account queries

Would you like to know more?

We have generated some frequently asked questions to help you, which can be viewed here. For help with individual enquiries, please contact our team. 

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