Customer complaints
Our commitment to you
At Siemens Financial Services, we recognise the importance of our service to your business and are committed to placing our customers at the heart of everything we do. We are committed to delivering good customer outcomes and ensuring customers receive the support they need.
While we aim for excellence, we acknowledge that sometimes things go wrong. When they do, we are dedicated to working with you to resolve the matter fairly and put things right promptly.
Below you will find information about how we deal with complaints, typical response times, and how to get in touch if you require support.
If you would like to make a complaint, contact us through any of the channels below.
To help us investigate your complaint as quickly as possible, please provide your business name, agreement details, contact information, and a brief description of your concerns, including any relevant dates or supporting information.
Phone
01753 980078
Email
customer.relations.sfs@siemens.com
Post
Siemens Financial Services Limited
Sefton Park
Bells Hill
Stoke Poges
SL2 4JS
We treat every complaint individually and aim to resolve concerns as quickly as possible. The following outlines our approach to handling complaints.
- If we can resolve your complaint to your satisfaction within three working days, we will issue a resolution confirmation. This confirms the agreed resolution and the formal closure of the matter.
- If the investigation requires more time, we will send a formal "Acknowledgement Letter" by the fifth working day. This will include your unique case reference number including the contact details of the person responsible for investigating your complaint.
- We aim to resolve complaints within four weeks. If we cannot provide a final response by this time, we will write to you to explain the reasons for the delay and provide a revised estimate for conclusion.
- We expect to resolve and close all complaints within eight weeks of receipt. On closure of the complaint, we will issue a "Final Response Letter." This will provide an outcome based on our investigation. If the matter remains unresolved after eight weeks, we will provide a final written response setting out our position and outlining any available escalation rights.
- During the lifecycle of your complaint, we will remain in contact with you through your preferred communication channel to keep you reasonably informed of progress.
SFS is committed to supporting customers who may need additional assistance. We recognise that customers may have different needs and circumstances, and we aim to provide tailored support to those who may be vulnerable, whether due to physical or mental health, personal circumstances, or life events. If you have specific requirements or circumstances that may affect how you interact with us, please let us know so we can support you.
You can contact us on 01753 980078 or by email at customerservices.sfs@siemens.com
Where a complaint involves the actions of a third party (such as a vendor or equipment supplier), SFS will take an active role in reaching a resolution. We will either raise the complaint on your behalf and coordinate the investigation with the third party, or we will notify you in writing that the matter has been referred to the relevant party for a direct response, ensuring you are kept informed.
If you have a complaint or concern about how your personal data has been handled, please use the contact details above to get in touch with us. We will review and respond to you without undue delay and, where applicable, within one month in line with UK data protection requirements.
Financial Ombudsman Service
If we are unable to resolve your complaint within eight weeks of receipt, or you are dissatisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). This is an independent body that resolves disputes between consumers, small businesses, and financial services firms. You can use the eligibility checker provided by FOS to assess whether your complaint falls within its remit, or alternatively contact us directly. You must refer your complaint within six months of the date of our Final Response Letter.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Tel: 0800 023 4567
www.financial-ombudsman.org.uk
Information Commission (ICO)
If you are not satisfied with our handling of your data privacy complaint, you may refer the matter to the ICO using the contact details below. You should refer your complaint within three months of our response.
Information Commission
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Tel: 0303 123 1113
www.ico.org.uk