Your right to complain

Merchant Rentals are committed to providing the highest standard of service at all times.  Sometimes mistakes happen which may not come to our attention unless you tell us about it. We know we are not perfect, but we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and/or apologise, but we do want to learn from our mistakes. What you tell us helps to improve our service to you. We will treat your complaint confidentially, seriously and quickly.

How can I complain?

It is important to let us know that you are unhappy and give us chance to put things right, don’t be afraid to call us as we may be able to sort out the problem straight away. In the first instance, you should talk to us about your concerns and give us the opportunity to resolve your complaint, our telephone number is 01942 407980.

The best person to speak to is the member of staff who has already dealt with the matter you are concerned about, as they will be in the most knowledgeable position to help you and could possibly resolve the issue on the spot. If a swift resolution is not possible or if further information is required from other sources, we will arrange a mutually convenient time to call you back. If the person you have previously spoken to is not available or if you would prefer to discuss the issue with someone else don’t be afraid to ask for their Line Manager.

You may prefer to write in with your complaint, our address is as follows:
Merchant Rentals, Westway Park, Galway Crescent, Haydock, WA11 0GR

Or email us at customerservice@merchantrentals.co.uk

In order for us to resolve your complaint as quickly as possible, please include the following information in your letter:

  • Your account details – this helps us to find the account you are complaining about.
  • As much information about the complaint as you feel able to give.
  • Are there any particular actions you wish us to take to resolve your complaint? If so, please include them.

We will contact you by phone once we receive your letter, so it’s important that you tell us the best telephone number and the best time to contact you.
Your complaint will be investigated by the Complaints Department, if it is upheld, you will get a full apology and, where appropriate, be given details of any action that we are taking to put things right. If you are not satisfied with the outcome, you can ask for a further review by the Financial Director. The Complaints Department aim to respond in full to your complaint within eight weeks. However, if the issue is complicated, any delay will be explained and you will be kept informed of progress.

If we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.

Should you wish to take your complaint further, go to the Financial Ombudsman Service website. This includes details of how to make a complaint and provides a questionnaire for you to complete.

For more information about the Financial Ombudsman Service, visit http://financialombudsman.org.uk/publications/consumer-leaflet.htm or telephone 0845 080 1800.

Finally, complaints are important to us, they help us to put things right where they have gone wrong, we learn from complaints which in turn helps us to improve our services and they can stop the same thing from happening again. Please do contact us if you are not happy with any aspect of our business practice.