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Complaints Procedure

INTRODUCTION

Societe Generale Equipment Finance Limited (“SGEF”, “our”, “us”, “we”) is committed to providing a high standard of service to every customer, every time. We do recognise however, that occasionally we will not live up to your expectations or our promises.

 

HOW TO MAKE A COMPLAINT

If you have a complaint about any aspect of our service then please contact us by telephone, in person, in writing, either by post or e-mail, at:

Customer Services - Complaints Team
Societe Generale Equipment Finance Limited
Parkshot House
5 Kew Road
Richmond
Surrey TW9 2PR

Telephone: 020 8973 2089                     
E-Mail:  complaints@sgef.co.uk


INFORMATION REQUIRED FROM THE CUSTOMER     

To help us investigate and resolve the problem as quickly as possible, please provide the following information: 

  • Your name and address, telephone number and your agreement number
  • A clear description of your concern or complaint
  • Details of what you would like Societe Generale Equipment Finance Ltd to do to put it right
  • Copies of any relevant documents

 

HOW WE WILL HANDLE CUSTOMER COMPLAINTS

It is our intention to try to resolve your complaint immediately and with the minimum of inconvenience to you. We will therefore try to obtain as much information as possible from you in order to really understand what the problem is and what we can do to put it right. If the complaint is then resolved by the close of the third business day following receipt of your complaint we will send you a Summary Resolution Communication.  However sometimes it is not possible to resolve the problem immediately.

If we are unable to resolve your complaint by the close of the third business the day after we received your complaint, we will send you a written Acknowledgement Letter and provide you with a copy of these procedures.

Following the written Acknowledgment Letter and within eight (8) weeks from the receipt of your initial complaint; we will continue to investigate and will either:

(a) send you a written update on what we are doing, with details of who is handling the complaint;

or

(b) send you a letter setting out our final response to your complaint and provide details of how to refer your complaint to the Financial Ombudsman Service (FOS) (if applicable), in the event you remain dissatisfied with our response.

If we have been unable to resolve you complaint within the eight week (8) period we will send you a letter explaining why we have been unable to form a response, by what date we intend to respond to you and informing you of your rights (if applicable) to refer your complaint to the Financial Ombudsman Service (FOS).

 

IF THE CUSTOMER REMAINS DISSATISFIED

It is our aim to resolve all complaints as quickly as possible and to the complete satisfaction of our customers. If for whatever reason you are not satisfied with the outcome of your complaint, you should get in touch directly with the person who handled your complaint. They will then agree with you what the next steps are.

If you are an Eligible Complainant, you have the right to refer your complaint to the Financial Ombudsman Service (FOS), a body set up to independently review any eligible complaints made by personal customers or small business customers, which we are unable to resolve satisfactorily. If this is the case we should have already sent you a copy of the FOS explanatory leaflet ‘Your Complaint and the Ombudsman’ but if you require a further copy we would be happy to provide this together with confirmation of your eligibility to complain to the FOS. If you wish to refer a complaint to the FOS you should do so within six months of our summary resolution communication or our final response.

You can contact the Financial Ombudsman Service directly at:

E-mail;                          complaint.info@financial-ombudsman.org.uk

Website:                      www.financial-ombudsman.org.uk

How to Complain:         http://www.financial-ombudsman.org.uk/consumer/complaints.htm


Consumer Helpline
:     Monday to Friday – 8am to 8pm            Saturday – 9am to 1pm 

0800 023 4567 calls to this number are now free on mobile phones and landlines

0300 123 9 123 calls to this number cost no more than calls to 01 and 02 numbers

Postal Address:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

 

We are also members of the Finance & Leasing Association (FLA) and use its Business Finance Code.