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Consumer Credit Complaints

How to complain and how we will respond

Contents

1. Introduction .................................................................................................................................

2. Does this policy apply to you? ..................................................................................................

3. How can you make a complaint? ..............................................................................................

4. What will we do once we have received your complaint? ......................................................

5. Investigating and resolving your complaint ............................................................................

6. Our timetable for responding to you ........................................................................................

7. Financial Ombudsman Service .................................................................................................

8. Closing complaints .....................................................................................................................

9. Questions ....................................................................................................................................

Customer Complaints Leaflet November 2016 V1.1 3 1.

1. Introduction

Shepherd Neame Limited is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom to provide credit and equipment hire agreements. We are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to these activities. This document sets out the complaints handling procedures that we will follow in the event that you make a complaint.

2. Does this policy apply to you?

We will treat all complaints equally, however only eligible complainants will be able to refer their complaint to the Financial Ombudsman Service (FOS) if they are not satisfied with the way in which we have handled their complaint. For the purposes of this policy, an eligible complainant is: Consumer Any natural person acting for purposes outside of his trade, business or profession. Micro enterprise A business that has fewer than 10 employees (or full time equivalents) and that has a turnover or annual balance sheet not exceeding €2 m at the time the complaint is made Charity A charity that has an annual income of less than £1m at the time the complaint is made Trustees Trustees of trusts which have a net asset value of less than £1m at the time the complaint is made

3. How can you make a complaint?

You can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person. It is free of charge to complain. To make a complaint, please contact: Shepherd Neame Limited 17 Court Street Faversham Kent ME13 7AX Tel: +44 (0)1795 532206

4. What will we do once we have received your complaint?

Your complaint will be referred to a senior director as soon as possible. In the event that they are involved in the subject matter of the complaint, your complaint will be referred to another member of our senior management team. We will promptly acknowledge your complaint in writing. In this acknowledgement, we will provide the name and title of the person that is handling your complaint. We will give this individual the authority necessary to investigate and settle the complaint. We will also include a copy of this policy at this time. Customer Complaints Leaflet November 2016 V1.1 4

5. Investigating and resolving your complaint

We will investigate your complaint competently, diligently and impartially with a view to deciding whether the complaint should be upheld and whether any remedial action and / or redress may be appropriate. We will set out our conclusions in a final response to you. If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide the compensation to you.

6. Our timetable for responding to you

Once we have acknowledged your complaint we will keep you informed of our progress. Within eight weeks of receiving your complaint, we will send you either a final response or a written response that explains why we are not in a position to make a final response to you and when we expect to provide one. Our response will also:  inform you that, if you remain dissatisfied, you may refer the complaint to the FOS; and  enclose a copy of, or an electronic link to, the FOS standard explanatory leaflet.

7. Financial Ombudsman Service

If you are an eligible complainant, you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of the date of our final response.

8. Closing complaints

We will regard your complaint as closed in the following circumstances:

  • Once we have sent you a final response;
  • where you have told us in writing that you accept an earlier response that we have sent to you; or
  • if you refer your complaint to the FOS, when the FOS informs us that the complaint has been closed.

9. Questions

If you have any questions about our complaints process, please contact us at the above address. 

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