Complaints Policy

At Modern Marquee Hire, we strive to provide high-quality service and products to all of our customers. However, we understand that there may be instances where our customers may have concerns or complaints regarding our services. We take all complaints seriously and aim to resolve them in a fair and timely manner.

If you have a complaint about our services, please follow the steps outlined below:

Step 1: Contact Us

In the first instance, please contact our customer service team to discuss your concerns. We aim to resolve all complaints as quickly as possible, and most issues can be resolved over the phone or via email. You can reach our customer service team by phone on [insert phone number] or by email at [insert email address].

Step 2: Formal Complaint

If your complaint is not resolved to your satisfaction, please contact us again and request that your complaint is escalated to a formal complaint. We will acknowledge your complaint within [insert time frame] and provide you with a reference number. We will investigate your complaint and provide you with a response within [insert time frame].

Step 3: Further Action

If you are not satisfied with our response, please contact us again and request that your complaint be escalated to a higher level of management. We will investigate your complaint again and provide you with a response within [insert time frame].

Step 4: Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may wish to contact an alternative dispute resolution (ADR) provider. ADR is a process where an independent third party considers the facts of a dispute and seeks to resolve it without you having to go to court. We will provide you with details of an appropriate ADR provider upon request.