Complaints Procedure
Complaints Procedure
1. Introduction
It is never our direct intention to cause any form of inconvenience to you, our trade or products we sell or hire. We do our very best to handle all complaints. This document / page is the procedure that you must take for any complaints and outlines all necessary information regarding this process.
2. What you need to do
Contact us. The very first action you must take is to immediately contact us at your earliest convenience and safety. We advise calling us at 01623 655 553 or emailing info@mansfieldvanhire.com, to your convenience. If you cannot describe your complaint or situation via these methods, we recommend visiting our physical premise and talking with our management staff.
3. What happens next?
We need time to evaluate the situation and find more information about your complaint. We may require a complaint in writing, as this helps us fully understand the situation. We may not be able to handle your complaint straight away and require more time.
4. Within 5 working days
We will do our best to handle your complaint to its fullest potential. We will send you an acknowledgement of this situation and the contact details of the staff member / management team that is handling your complaint.
5. Within four weeks
We would hope to have resolved the investigation into your complaint with a final response. In rare situations, we may not have been able to solve your complaint. We may need more time to resolve this rare situation.
6. Within eight weeks
In majority of the complaints cases, we will have already resolved the situation and/or written a final response. It is highly unlikely that your complaint will not have been resolved by this time, but if it has not well will write to you with a further update. If you are dissatisfied with our final response or the update that was provided, you may contact the Financial Ombudsman Service. This service is free, independent from our company, and impartial. Their consumer helpline is available on 0800 0234 567 or 0300 1239 123, or you may visit their website at www.financial-ombudsman.org.uk, or alternatively email them at complaint.info@financial-ombudsman.org.uk, or finally write to them at Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Thank you for taking the time to read our complaints procedure, and we hope that we can do our best to handle any complaints.
About Us
We are a dedicated force for businesses and people to easily hire high quality vehicles, vans and cars for competitive prices.
MANSFIELD VAN HIRE ©2023
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Company Information
Company Number: 07828315
FCA Number: 668689
MANSFIELD VAN HIRE LIMITED is registered in England with the company number 07828315. Registered office is Gallant House, Hamilton Way, Mansfield, England, NG18 5BU. MANSFIELD VAN HIRE LIMITED is authorised and regulated by the Financial Conduct Authority, FRN 668689. All finance is subject to status and income. Written Quotation on request. We act as a credit broker, not a lender. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. We are only able to offer finance products from these providers.
