Complaints Procedure

COMPLAINTS PROCEDURE

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All our consumer hires are protected by the consumer credit act 1974. Hire Fitness operates through a franchise system and each franchise (which is a single legal entity) separately holds a consumer credit licence. The details and address of each franchise is on the home page of their section of our web site. If you have any complaints we ask you to please follow our complaints procedure.

Our commitment to you

We want you to be completely happy with our products and service. That is why we are committed to listening to your feedback and resolving your complaints where we can.

Please let us know if you are unhappy

The Franchise Director Paul Healey is available to discuss your problems and is available from:

  • 09:00 to 18:00 Monday to Friday

Telephone number:  0845 226 1233

How can I complain?

Please let us know if you are unhappy. At Hire Fitness we strive to provide excellent service at all times, but occasionally we may not always get things right first time. If this is the case please let us know:

By telephone:

If you are dissatisfied with our service for any reason and wish to let us know, please feel free to contact our Franchise Manager On 0845 226 1233 who is responsible for a full investigation.

In writing:

Please address all written correspondence to:

Paul Healey
Hire Fitness Franchise Manger
Hire Fitness Head Office
20A Buckingham Avenue
Slough Trading Estate
Berkshire
SL1 4QA

Alternately you can email us at: [email protected]

Please note that additional personal information should not be included in email messages for security reasons. We will respond by telephone or letter for the same reason.

What we will need from you

To help us investigate and resolve any issues or concerns that you may have please provide the following information:

  • Your full name, address, and a daytime telephone number
  • Full details of your concern
How long will it take?

We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days we will write to you to tell you:

  • Who is dealing with your complaint
  • When we will contact you again

We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If a resolution has not been reached by the end of eight weeks we will:

  • Refer your complaint to the Hire Fitness Company Secretary for investigation who will send you the Hire Fitness ‘Final Response’ Letter. This will explain our final position.
    At this stage, you will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information please refer to www.financial-ombudsman.org.uk
If you are not satisfied

If you feel that we have not resolved the situation to your satisfaction, please contact the person or department that handled your concerns. Together, you can then agree on what to do next. If you are still dissatisfied, you can request a review from the Financial Ombudsman Service.

They can be contacted at the following address: