Complaints Procedure

Our commitment to resolving complaints

At TAG Forklift Truck Services, we take customer satisfaction seriously and aim to provide a reliable, professional service across everything we do.

While we always work hard to get things right, we recognise that occasionally something may not meet your expectations.

If you have a concern about our equipment, services or the way we have handled an enquiry, we want to hear about it. We believe complaints should be dealt with fairly, professionally and without unnecessary delays.

How to make a complaint

If you are unhappy with any aspect of our service, please contact us using the details below.

Email: Lewis@tagforklifttrucks.com

Telephone: 0161 848 0555

Post:

TAG Forklift Truck Services
Unit 10, Broadoak Business Park
Ashburton Road West
Trafford Park
Manchester
M17 1RW

To help us investigate your complaint, please include your name, company name (if applicable), contact details, a description of the problem and any relevant order, hire agreement or job reference.

Please also tell us what you would like us to do to resolve the matter.

How we handle complaints

When we receive a complaint, we will:

1. Review your concerns. We will look into the circumstances and gather any relevant information.
2. Investigate the issue. Where necessary, we may contact members of our team or request further details from you.
3. Explain our findings. Once we have investigated, we will explain our findings and any action we propose to take.
4. Work towards a resolution. Where something has gone wrong, we will consider appropriate steps to put matters right.

We aim to deal with complaints as promptly as reasonably possible. Some matters, particularly those involving technical inspections, equipment faults or third parties, may require additional investigation.

If more time is needed, we will keep you informed of our progress.

If you are unhappy with the outcome

If you are dissatisfied with our response, please let us know by replying to our complaints email.

We will review your concerns again, including any additional information you provide, and explain our final position.

Where a complaint cannot be resolved through our internal process, we will explain any further options available under the relevant contract or applicable law.

For complaints arising from consumer contracts, we will provide any information about alternative dispute resolution required by law.

Equipment safety concerns

If your complaint relates to potentially unsafe equipment, please notify us as soon as possible.

Where equipment may present a safety risk, stop using it until the concern has been appropriately assessed and contact our team for guidance.

We will treat reported safety concerns seriously and arrange appropriate next steps according to the circumstances.

Your legal rights

This complaints procedure does not replace or affect any legal rights or remedies available to customers under applicable law.

Any contractual rights and obligations relating to equipment hire, sales, servicing, repairs or training remain subject to the relevant agreement and applicable legislation.