Complaints Policy

We are committed to providing a high-quality service to all our customers but we know that sometimes things can go wrong. If you feel dissatisfied with the service you have received from us please let us know.

Complaints can be made to On Hire, 50 Heaton Road, Newcastle upon Tyne, NE6 1SE, United Kingdom, or emailed to complaints@onhire.net.

What will happen next?

  • We will send you a letter acknowledging your complaint within five working days of receipt.
  • We will investigate your complaint by reviewing your file and speaking to the relevant staff.
  • If we uphold your complaint, we will apologise and tell you how we propose to resolve it. If we have caused any loss we will compensate you.
  • If we do not uphold your complaint, we will explain why.
  • We aim to answer your complaint within 21 days of sending you the acknowledgement letter. All complaints should be answered within eight weeks.

If you disagree with the outcome of our investigation into your complaint:

  • You should contact us again to explain why you remain unhappy with our response and produce evidence you believe we may have missed and/or explain if you think we have misunderstood.
  • We will then review your comments and write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

What to do if you are unhappy with our final decision:

  • If you remain dissatisfied you may refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial.
  • You have 6 months from the end of our complaints process to register a complaint with the Financial Ombudsman. Their contact details are:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR