Complaint Handling Procedure
At *Mercian Leasing we strive to achieve the highest level of customer service and satisfaction at all times. However, if for whatever reason you are unhappy with any aspect of the service or financing you have received from us, we would like to hear from you. We take complaints very seriously and endeavor to resolve them as soon as possible.
This information sheet has been written to provide you, as a valued customer, important information on how to make a complaint and the procedures that we will follow in order to resolve it.
MAKING A COMPLAINT
A complaint can be reported free of charge in person, by telephone, email, letter or fax to:
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your designated account manager;
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to the Compliance Officer, Laura Keeley (please refer to the final section of this document for contact details); or
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any other member of staff.
Please ensure that when reporting the complaint you give as much detail as possible, including your name, contact details, agreement number (if you have one/it relates to an agreement), what the complaint is about and what you would like us to do to put things right.
HOW WE WILL HANDLE YOUR COMPLAINT
All complaints received will be fully investigated and dealt with competently, fairly, impartially and promptly.
The individual you contact with details of your complaint will aim to resolve the complaint by close of business of the next business day following its receipt.
If it is not possible to do so then the procedure outlined below will be followed:
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We will send you a written acknowledgment within 5 working days along with a copy of this customer information sheet. If we have an idea of when it may be possible to resolve the complaint then we will let you know at this time.
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If a complaint is going to take some time to resolve we will, at regular intervals, keep you informed of the progress in its resolution.
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By the end of 8 weeks following receipt of the complaint we will either send you a final response or a written response
Final Response – this will be in writing and explain the assessment of the complaint and will either:
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Accept the complaint and, if appropriate, offer redress or remedial action;
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Offer redress or remedial action without accepting the complaint; or
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Reject the complaint with reasons. If applicable, we will enclose a copy of the Financial Ombudsman Service’s explanatory leaflet and inform you of your right, if you remain dissatisfied with our response, to refer the complaint to the Financial Ombudsman Service.
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Written Response – in the unlikely event that your complaint remains unresolved after eight weeks, we will write to you and explain why we are unable to make a final response and will indicate when we hope to be able to send you a final response. Once again, if applicable, then we will inform you of your right to refer the complaint to the Financial Ombudsman Service and enclose a copy of their explanatory leaflet.
We have intentionally made our complaints handling procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, we will not meet your costs.
INDEPENDENT REVIEW OF YOUR COMPLAINT
Should you remain dissatisfied with our final response or written response, you may have the right to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service will review your complaint if it falls within the Ombudsman’s jurisdiction and if you qualify as an eligible complainant. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent service for customers to solve disputes with financial firms.
The Financial Ombudsman Services say that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
The contact details for the Financial Ombudsman Service are set out below.
CONTACT DETAILS
Compliance Officer – Laura Keeley
Telephone: 01543 462650
Email: complaints@mercianleasing.co.uk
Triumph Commercial Services Ltd
Commerce House
Ridings Park
Eastern Way
Cannock
WS11 7FJ
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Website: https://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
*Mercian Leasing is a trading name of Triumph Commercial Services Ltd