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Complaints Policy

Support & Complaints Officer Contact Details Contact via website: Contact via email:

What if something goes wrong with my rental?

We know that things can go wrong in life, and we’re here to help in the instance that something happens to you or the items that you are renting.

In regards to the following;

  • Theft
  • Damage
  • Injury
  • Rental item issues
  • Dissatisfaction

Please immediately send us a message via our contact details above, with the issue as the subject line.

As part of solving the issue, we’d need to know;

  1. Your name
  2. Contact phone number
  3. Incident summary
  4. Location
  5. Rental item involved
  6. Photographs or a video (if relevant)

Once we have the above information, we will aim to give you a callback (or an email if you are unavailable) within 24 hours.

Complaints about a rental item or service

We aim to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients. Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity or to a member of the senior management if the Complaints Officer is unavailable.

Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints. On receipt of a complaint, we will:

  1. Acknowledge the complaint promptly
  2. Make contact to seek clarification on any points where necessary
  3. Fully investigate the complaint
  4. Discuss with you our findings and proposed response