Customer Service Policy - 4 Cladding Services

4 Cladding Services

Customer Service Policy

We’re committed to providing exceptional customer service in both the hire and sale of our products. Our goal is to ensure a seamless and positive experience for all customers. This policy outlines our approach to customer service and the procedures we follow to maintain high standards.

1. Customer Service Principles

  • Respect and Courtesy: We treat every customer with respect, professionalism, and courtesy.
  • Customer happiness is the end goal: If our customers are happy, we are happy. We want to know of any potential issues as soon as possible, so we can ensure they are sorted out as quickly as we can.
  • Treat every customer as if they are (or going to be) a lifelong customer: the vast majority of our custom comes from existing customers (approximately 85%). The remaining 15% which comes from new business, we strive to guarantee customer satisfaction to ensure they also convert in to lifelong customers.
  • Clear Communication: All interactions with customers will be clear, informative, and transparent.
  • Timely Responses/Service Level Agreement (SLA): We endeavour to respond to all customer enquiries and issues within a maximum of 24 hours during business days.
  • Quality Assurance: We ensure all products for hire or sale are thoroughly inspected before dispatch, confirming that they are in good condition, and meet the promised quality.

2. Product Availability and Information

  • Accurate Listings: All products available for hire or sale will be accurately described with detailed specifications and pricing given via quotation for the different configurations to suit the lifting requirements.
  • Product Recommendations: Our staff will provide expert advice to help customers choose the right product for their needs. This is done through asking questions about the panels which are to be lifted.

3. Hire Services

  • Booking and Reservations: Customers can pre-book items for hire in advance, with clear terms regarding availability, duration, and cost.
  • Rental Period: We provide flexible rental periods and will clearly communicate any additional fees for extended use beyond the agreed period. All hires are for an initial 1 week period, and are open ended. The customer will let us know when they wish for the machine to be off-hired.
  • Pick-up/Delivery: Customers may choose between picking up hire items from our location in East Yorkshire, or having them delivered to their location. Delivery fees, if applicable, will be disclosed upfront.
  • Item Condition: All hire items are inspected and cleaned before hire. Customers are encouraged to inspect items at the time of pick-up or delivery.
  • Returns: Items must be returned on time and in the same condition they were hired out in.
  • Damage and Liability: Customers are responsible for any damage to hire items during the hire period.

4. Sales Services

  • Product Quality: Products for sale can be either new or ex-hire. This will be clearly communicated to customers when an initial enquiry has been made. Whether new or ex-hire, our machines will be thoroughly inspected before being dispatched out, and meet the highest industry standards.
  • Servicing: We offer servicing on any machine which we have sold to customers. Our Servicing team keep a record of when machines are due to be serviced, and will contact customers a couple of weeks prior to get the service scheduled in with our technicians.
  • Warranties and Guarantees: We provide warranties on certain products as outlined at the time of sale. Any defects or issues within the warranty period will be handled as per the manufacturer’s guidelines.
  • Returns and Exchanges: Customers can return or exchange items within 30 days of purchase, provided the item is in its original condition with proof of purchase. Certain items may not be eligible for return, and this will be communicated at the point of sale. Re-stock fees may apply.
  • Refunds: Refunds will be processed within 7-10 business days of the return, to the original method of payment.

5. Pricing and Payment

  • Transparent Pricing: All pricing is clear, and we do not have hidden fees. Any additional costs (e.g., delivery, installation, extended hire) will be communicated upfront.
  • Payment Options: We accept multiple payment methods, including credit cards, and bank transfers. Payment terms will be provided at the time of hire or sale.
  • Deposits: For certain hire items or special orders, we may require a deposit to secure the booking, or work on a Pro Foma basis. This deposit will be deducted from the final amount owed.

6. Customer Support and Complaint Resolution

  • Customer Support: Our team is available during business hours to assist with product enquiries, hire agreements, sales, and technical support.
  • Complaint Handling: We take customer complaints seriously. If a customer is dissatisfied with our services or products, they can submit a formal complaint. Our team will acknowledge receipt of the complaint within 24 hours and aim to resolve the issue within 5 business days.
  • Escalation Process: If the complaint is not resolved to the customer’s satisfaction, it can be escalated to senior management for further review.
  • We keep a record of customer complaints and how the complaint was resolved. Customers can request to view the details which we hold regarding their complaint at any time during the complaints procedure.

7. Confidentiality and Data Protection

  • Customer Privacy: We respect the privacy of our customers. All personal information collected during transactions is protected and will not be shared with third parties without the customer’s consent.
  • Data Security: We employ industry-standard security measures to protect customers’ personal and payment information.

8. Health and Safety

  • Safe Products: All items for hire or sale comply with relevant health and safety standards.
  • Safety Instructions: Customers will be provided with clear safety instructions where applicable, and we offer guidance on the proper use of products.

9. Commitment to Improvement

  • Feedback: We encourage feedback from customers to help us improve our products and services, through surveys, reviews, and direct communication.
  • Staff Training: Our team undergoes regular training to stay updated on the latest product developments and customer service best practices.
  • Continuous Improvement: We regularly review and update our policies and procedures to enhance the customer experience.

10. Contact Us

For any enquiries, issues, or feedback, customers can contact Flora Squire, the Customer Account Manager at 4 Cladding Services at:

We value your business and are dedicated to delivering a superior experience, whether you are hiring or purchasing from 4 Cladding Services.