Complaints Policy

We at Herd Hire aim to ensure 100% customer satisfaction. Our staff are trained, qualified and dedicated to providing the best possible solutions. If you are unsatisfied with our service, please follow the guidelines below.


Complaints Procedure

  • Complaints can be made by email or telephone at:
    • ADDRESS: Franchise location you hired from (can be found on your rental agreement)
    • EMAIL: Franchise email address (can be found on your rental agreement)
    • TELEPHONE: Franchise 0800 number (can be found on your rental agreement)
  • The Franchise will acknowledge receipt of your complaint by your preferred method within three working days.
  • The Franchise aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, you will be contacted with an explanation and set out expected timescales by which matters should be resolved.
  • If you are not satisfied, this can be escalated to Herd head office by email, hello@herdhire.co.uk
  • We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at: https://www.financial-ombudsman.org.uk/contact/index.html
    • Non-financial complaints can be directed to Trading Standards
  • The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk