Financial Services Complaints

Sitel® UK Limited is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom. Sitel UK Limited always aims to provide a high standard of services across the estate of the organisation and where it fails to do so, Sitel UK Limited will reasonably expect to receive feedback from its customers.

Sitel UK Limited is committed to doing the right thing by its commercial customers and this page sets out the complaints handling procedures that Sitel UK Limited will follow if you make a complaint.

If You Have a Complaint

Written complaints can be sent to: Sitel UK Limited Headquarters, Earlsdon Park, First Floor, 53-55 Butts Road, Coventry CV1 3BH.

Telephone complaints can be made to: +44 (0)1789 277052 (standard charges apply)

You may also send an email to Sitel UK Limited at: fscomplaints@sitel.com

How Sitel UK Limited Will Respond to Your Complaint

Wherever possible, Sitel UK Limited will attempt to resolve the matter during your initial contact. Where a more detailed investigation is required, or Sitel UK Limited has been unable to speak with you, Sitel UK Limited will promptly acknowledge your complaint from the moment Sitel UK Limited becomes aware it cannot be resolved by the end of the next three business days from receipt and in no situation later than a week from receipt. In this acknowledgement, Sitel UK Limited will provide the name and title of the person that is handling your complaint. This individual will have the authority necessary to investigate and settle the complaint. Sitel UK Limited will also include a copy of the Complaints Procedure. Where possible, Sitel UK Limited will provide you with a full response within this acknowledgement letter. If the complaint is received outside normal working hours, it is treated as if it had arrived at the start of the next working day.

Once your complaint has been acknowledged, you will be kept informed of the progress. Within eight weeks of Sitel UK Limited receiving your complaint, Sitel UK Limited will send you either a final response with a complaint resolution or a written response which:

  • explains why Sitel UK Limited is not in a position to make a final response to you and when it might be expected to provide one;
  • informs you whether you are now entitled to refer the complaint to the Financial Ombudsman Service (FOS); and if so
  • encloses a copy of the FOS standard explanatory leaflet.

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’ leaflet “Your Complaint and the Ombudsman” which Sitel UK Limited will provide to you as part of the complaints process. The details of the FOS details are provided below.

The Financial Ombudsman Service (FOS) is an independent arbitration service provided free for consumers.

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial–ombudsman.org.uk

Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of receiving the final response from Sitel UK Limited.

You should allow Sitel UK Limited to complete its internal Complaints Procedure before you refer your concerns to the FOS.

Sitel UK Limited will always aim to resolve your complaint at the earliest time possible and within time limits as set by the Financial Conduct Authority. Sitel UK Limited is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. Sitel UK Limited will continue to do all it can to learn from the complaints it receives to improve the level of service to you in the future.

You may also send an email to Sitel UK Limited at: fscomplaints@sitel.com.