Complaints Policy

1. Introduction

Our aim is to provide a high standard of care in all our services.  Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

2. Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use the valuable information from investigating the complaint to help us improve the service we provide. We treat all complaints in confidence.  Cellhire assures clients that it will not withdraw or reduce services because someone makes a complaint in good faith.

3. How you can make a complaint

You can complain:

• in person
• by telephone
• through a member of our staff
• through an advocate or representative
• by email
• by letter

Where someone complains orally, we will make a written record and provide a summary of it within 3 working days.

Contact details to make your complaint are:

Customer Services, Tel: 01904 626620
Email: customersevices@cellhire.com

Or you can write to us at:

An alternative telephone number would be our main line on 0800 610 610.

4. Anonymous complaints

We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.

5. How we handle complaints

After receiving details of a complaint, the Customer Services Manager will arrange for the complaint to be investigated.

We will log and acknowledge a complaint within 3 working days and give you the name and contact details as well as a reference number for the complaint.

When we have completed the investigation, we will arrange with you to discuss the outcome, and write to you with:

• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.

6. Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than 90 days in regard to billing issues or 12 months for anything else, we may not be able to investigate properly. We will however consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

You can contact the Customer Services team for an update using the contact details below.

Tel: 01904 616620
Email: customerservices@cellhire.com

7. Dissatisfied with the way your complaint has been dealt with?

If you are dissatisfied with the outcome of your complaint, you can refer the matter to an Alternate Dispute Resolution (ADR) service to look into the matter objectively. Cellhire is a member of the Ombudsman Service and you can contact them about the complaint and for advice using the details below, should you wish to take the matter further.

Ombudsman Services:
PO Box 730
Warrington
WA4 6WU

Email: enquiries@os-communications.org