We strive to provide excellent services through our trusted partner companies. If something hasn’t gone as expected, we’re here to help. This guide explains how to raise a complaint and what you can expect from us.
How to contact us
If you’re not happy with any part of our service, such as tool condition, delivery, billing, or customer support, please let us know by:
- Online: Complaint form
- In Writing: National Tool Hire, Dovecot Court, Stanley Grange business Park Ormskirk Road, Prescot, Liverpool, L34 4AR
To help us resolve your issue quickly, please include:
- Your full name and contact details
- Your hire agreement number
- A description of the issue and when it happened
- Any photos, emails, or other evidence
- What is your desired outcome
What happens next?
1. We’ll acknowledge your complaint
- We’ll confirm we’ve received your complaint within 2 working days.
- You’ll get a complaint reference number and an estimated timeframe for resolution.
- We’ll contact you using your original complaint method (online or post).
2. We’ll look into it
- Our team will review your complaint and work with our partner companies, who manage the tools and logistics, to get all the details.
- We may reach out if we need more information from you.
- Most complaints are resolved within 7–10 working days, depending on the complexity and our partners’ input.
3. We’ll propose a solution
- Once we’ve investigated, we’ll offer a solution commensurate to the size of the issue, which could include:
- A refund (processed within 10 working days, subject to bank processing times)
- A replacement tool hire
- Credit for a future hire
- A sincere apology
- We’ll explain our decision in writing (online or by post).
Our Commitment
We take your feedback seriously and aim to resolve complaints fairly and promptly. Refunds, where applicable.