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⚡ National Delivery ⚡

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Complaints Policy

At Tower Light Hire, we strive to provide excellent service to all of our clients. However, we understand that issues and complaints may arise from time to time. We take all complaints seriously and aim to resolve them as quickly and effectively as possible.

If you have a complaint, please follow these steps:

Contact Us: In the first instance, please contact us as soon as possible by phone or email. You can find our contact details on our website. We will aim to respond to your complaint within 24 hours and try to resolve the issue to your satisfaction.

Formal Complaint: If you are not satisfied with the outcome of the initial contact, please make a formal complaint in writing. You can do this by email or letter addressed to our management team. Please provide as much detail as possible about the issue and the steps you have taken so far to try and resolve it.

Investigation: Once we receive your formal complaint, we will investigate the issue and aim to respond within 5 business days. If the issue requires more time to investigate, we will inform you of this and give you an estimated timeframe for resolution.

Resolution: Once the investigation is complete, we will inform you of the outcome and any actions we will take to resolve the issue.

We aim to resolve all complaints within 10 business days. However, if the issue is more complex, we may require additional time. In such cases, we will inform you of the expected timeframe for resolution.

We take all complaints seriously and use them to continually improve our services. If you are not satisfied with the outcome of your complaint, you can refer the issue to an external dispute resolution service.

Thank you for choosing Tower Light Hire.

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