COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE

Portable Offices (Hire) Ltd has high standards and works in full compliance with industry rules and standards. We aim to exceed our customer expectations and deliver a fast, cost-effective and completely satisfying solution.

Occasionally, things don’t go as planned, and it’s important we right any wrongs. If you would like to make a complaint, the procedure below explains how to do this, and provides information on how your complaint will be dealt with.

What constitutes a complaint?

If you tell us that you are not satisfied with the service that we provide, for whatever reason, we will consider this a complaint.

We find that if an issue arises, it’s best to talk to us and we can usually resolve your issue immediately, though if you are still dissatisfied, you can engage our complaints procedure below.

How to make a complaint:

You can make a complaint in person at our office, or:

By telephone
01244 535566, Monday to Friday 8.30am to 5pm
By letter
Send a letter addressed to Angela Sanders, at Portable Offices (Hire) Ltd, Factory Road, Sandycroft, CH5 2QJ
By email
[email protected]

Please make sure that you tell us why you are making a complaint, and that you give as much information as possible. If your complaint is regarding a member of staff please make sure you tell us who you spoke to, when you spoke to them and what you were unhappy about. Please let us know how our actions have affected you and what you would you like us to do to put things right.

Our acknowledgement

We will send you an acknowledgement of your complaint within one working day of receipt, detailing who is dealing with your complaint.

Our response

We aim to fully complete our investigations within four weeks, from receipt of your complaint and our final response. If we are unable to send our final response by week four, we will keep you informed about our progress.

If you are dissatisfied with our response

We appreciate that there will be instances where you are not happy with our final response. If this is the case, we will escalate your complaint to our Board of Directors for review.

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