At Hire Graphics we aim to ensure that all our customers who visits our site and use our service have a pleasant experience and would like to use our service again. However on occasions there might be something that you’re not happy with. When this happens our top priority is to ensure that the issue is rectified in a timely manner and that you are happy with the outcome.

 

How to begin the complaints procedure?

Email Us

support@hiregraphics.com

Please provide us with as much information about yourself, your account, your order and your concern as possible. We will do everything we can to put it right in a timely manner. It is also important for you to make it clear how you would prefer for us to contact you, so please outline this in your letter or email.

Call Us

Call us on is 01892 457 757 which is a standard UK line and is charged at your regular network pricing.

This line is open Monday to Friday, 10am – 5pm and our aim is to resolve your concern during this first call. When you call, please note that you will need to have your account number and full customer name and address at hand, in an effort to help our staff locate you on our system in the quickest time possible.

Write to Us

Customer Services Department
Hire Graphics Ltd
Suite 5, Composite House
9 Sybron Way, Millbrook Industrial Estate
Crowborough, East Sussex
TN6 3DZ

 

Our Commitment to You

We will do everything within our power to resolve your concern as soon as we receive it. However in some cases it may require further investigation and if this is the case, we will acknowledge your complaint in writing within 5 business days of receiving your correspondence and give you a timeframe in which we will come back to you. We are committed to treating every customer complaint individually, applying fair treatment and transparency.

We endeavour to resolve all complaints within 8 weeks and will offer a clear explanation as to where we are in the process of addressing your concern.

We aim to keep you updated on the progress throughout any investigation. If you need additional updates, you can contact us by phone, email or letter.

 

If you are dissatisfied with how we handled your complaint

If you are unhappy with the way have dealt with or dealing with your complaint, feel free to contact external agencies who can assist you.

The Financial Ombudsman Service is an independent and impartial organisation that helps to settle disputes between consumers and financial services businesses like ourselves. If you are not happy with our final decision about your complaint, you may be able to refer your complaint to the Financial Ombudsman Service.

For the ombudsman to look into your complaint you must have tried to resolve it with us directly first or it must have been more than 8 weeks since you first raised your complaint. We will send you full details about the Financial Ombudsman Service with our final decision letter.

You can contact the Financial Ombudsman Service by using the following methods:

Phone: 08000 234 567

Email: complaint.info@financial-ombudsman.org.uk

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR