Complaints Policy

At Telehandler Hire, we are committed to providing exceptional service to all our customers. However, we understand that sometimes issues may arise, and we value your feedback. This Complaints Policy outlines our approach to handling complaints and resolving issues effectively and efficiently.

1. How to Submit a Complaint:

  • If you have a complaint about any aspect of our service, you can submit your complaint by contacting us through our website’s contact form, by email, or by phone. Please provide as much detail as possible about the nature of your complaint, including any relevant documentation or evidence.

2. Acknowledgment of Complaint:

  • Upon receipt of your complaint, we will acknowledge it promptly, usually within 24 hours. Our acknowledgment will include details of the person handling your complaint and an estimated timeframe for resolution.

3. Investigation and Resolution:

  • We will conduct a thorough investigation into your complaint, taking into account all relevant information and evidence.
  • We aim to resolve complaints as quickly as possible and will keep you informed of the progress throughout the process.
  • If further information or clarification is required, we may contact you to provide additional details.

4. Resolution Options:

  • Once the investigation is complete, we will propose a resolution to address your complaint. This may include corrective actions, refunds, compensation, or other remedies as appropriate.
  • We will work with you to find a satisfactory resolution to your complaint and strive to resolve the issue to your satisfaction.

5. Escalation Process:

  • If you are not satisfied with the initial response or resolution proposed, you may request escalation of your complaint. Your complaint will be reviewed by a senior member of our team, who will conduct a further investigation if necessary and provide a final response.

6. Feedback and Follow-Up:

  • We welcome feedback on how we handle complaints and aim to continuously improve our processes based on customer input.
  • After your complaint has been resolved, we may follow up with you to ensure that you are satisfied with the outcome and to address any remaining concerns.

7. Confidentiality and Fair Treatment:

  • We treat all complaints with the utmost confidentiality and sensitivity. Your personal information will be handled in accordance with our Privacy Policy.
  • We are committed to treating all complainants fairly and respectfully, regardless of the nature of the complaint.

8. Contact Information:

  • If you wish to submit a complaint or have any questions about our Complaints Policy, please contact us through our website’s contact form, by email, or by phone.

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