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Customer Information

Contract Duration

Our standard rental contracts are for a minimum duration of 18 months for new equipment and 12 months for value reconditioned products.

Short term

Our Short term rentals for a limited product page are for minimum of three or six months and this covers all short term duration from one week to twenty four weeks.

Student rentals

We offer a minimum rental contract of nine months, which includes installation, delivery and service calls. Student applications available to persons aged over 18 and under 23 years of age.

A refundable deposit of £35 plus a £20 administration charge (the administration charge is a one of payment for new customers) is payable with the first months rental payment on delivery. The deposit will be repaid to you after the nine month period of hire has been completed and goods have been returned in good condition with all the payments having been met. You, as the applicant, must be present to sign and show Two Forms of ID (preferably passport) + NUS Card and give Two Points of Contact – one should be a parent or guardian. The University details and courses are also required for verification.

There is a ten-day trial period at the outset of all of our contracts to ensure that customers have made the right product selection.

Application Requirements

All of our applications are subject to credit status and installation conditions.

Our advisors keep the process as simple as possible and you can either apply by phone or online. Online applicants will benefit from a 2.5% discount, you just need to have sufficient information to hand to enable us to perform the credit check. All customers must be at least 18 years old.

Payment Details

Our rental model avoids the need for costly up front payments and helps with household budgeting as it gives access to a first class service response with no repair or replacement bills for the life of the contract.

All payments are made in advance. Our preferred method of payment is monthly direct debit but there are weekly, quarterly and annual payment options available, to suit your household requirements. All direct debits payments are subject to the safeguards assured by the Direct Debit Guarantee. It is also possible to pay by standing order, card payments or Payzone. However, Payzone payments may incur a £1/ month surcharge. New customers pay a one off administration fee of £20, which is payable upon delivery with the first months' rental. Quoted prices are inclusive of 20% VAT, although there is VAT exemption for disabled users of our mobility scooters.

Experiencing financial difficulties

Please contact us as soon as possible if you are experiencing financial difficulties so that we can discuss and arrange a suitable payment plan to get your account back on track with regular payments.

If you need to speak to us about your payments simply call our Customer Accounts Team on 01737 647500 calls may be recorded.

Installation Process

Our team of manufacturer and in-house trained engineers fully install and set up all equipment as well as providing a user demonstration on all products. Before delivery, our advisors will provide all necessary advice to ensure that you have the required measures in place to enable the installation to take place. For our domestic appliances, it is important that the power supply is a minimum of 1.5 metres away from the machines. In order to operate SMART services you will also need to have a broadband connection with at least the recommended speed of 3.0Mb/s. Upon installation the applicant must be present to sign the rental agreement contract, and new customers will need to show two forms of ID as well as paying the first month rental and administration fee.

Service and Repairs

Please contact us before 10 am for a same/ next day engineer response. If we cannot fix the problem on site we will provide a replacement machine. Our customers benefit from no call-out, repair or replacement charges for faults for the life of the contract.

Contact Us

Get in touch with our Sales, Customer Service & Accounts teams. Or use livechat at the bottom of this screen to speak to an advisor (available during office hours).

Complaints Procedure

Please contact the relevant department and our staff will try to resolve your complaint by listening to you and understanding what you believe to have gone wrong.

At Forbes Rentals we are committed to providing the highest quality service. Unfortunately, despite our best intentions, things may still occasionally go wrong. When this happens we need to be informed about them so that every effort can be made to put things right and to prevent similar problems in the future. Please be assured that we are committed to resolving your complaint fairly and quickly and in most cases this can be achieved immediately by contacting the relevant department.

You can also contact us with full details of your complaint in writing to:


Customer Service Manager

Forbes Rentals 7 Wells Place
Gatton Park Business Centre
Merstham
REDHILL
Surrey
RH1 3DR

Tel: 01737 647400 (calls may be recorded)

email: complaints@forbes-rentals.co.uk

Full Complaints Procedure Document pdf