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Sheilas’ Wheels Complaints

Sheilas’ Wheels complaints

Sheilas’ Wheels has a structured complaints procedure in place to address and resolve any concerns. Here’s a detailed overview of their complaints process:

Step One: Immediate Resolution

  1. For Claims-Related Concerns: If your complaint pertains to a claim, you can directly contact the dedicated helpline for:
    • Car Claims: 0345 603 7970
    • Home Claims: 0345 601 7076
  2. For Other Concerns: For non-claims related issues, such as policy queries or other services, you can reach out to:
    • Car Insurance: 0345 601 6736
    • Home Insurance: 0345 601 9684

Sheilas’ Wheels aims to resolve most concerns within three days. Once your complaint has been addressed, you will receive a Summary Resolution Communication, either via email or letter. This communication will confirm the resolution and provide information about the complaints service and how the Financial Ombudsman Service can assist if needed.

Step Two: Customer Relations Review

If the initial resolution doesn’t meet your expectations or if the complaint requires a more in-depth review, the Customer Relations team steps in. This dedicated team operates with the full authority of the Chief Executive and conducts an independent review of your complaint.

Upon receiving your complaint, the team will:

  • Inform you about the individual who will be handling your complaint.
  • Provide an estimated timeline for a decision.

You can reach out to the Customer Relations team via email at or by post at: Customer Relations, esure, The Observatory, Reigate Surrey RH2 0SG.

Step Three: Financial Ombudsman Service

If, after considering Sheilas’ Wheels’ final decision, you remain dissatisfied, you have the option to approach the Financial Ombudsman Service (FOS). The FOS is an independent body that arbitrates complaints about insurance and other financial services.

You can contact the FOS at:

Additionally, for online purchases, you can register a complaint with the European Union’s Online Dispute Resolution platform at ODR website. The ODR will forward your complaint to the Financial Ombudsman Service.

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