Customer Information

Recycle you old product for Free

If you are renting a new electrical item, we will recycle your old one for FREE when you bring you old product to our regional depots in Redhill and Wigan.

We can also help you dispose of your old appliance in an environmentally way by offering a collection service on a like for like when we delivery your new appliance for £15 for television and £20 for kitchen appliances.

Why Recycle?

Unwanted electrical equipment is the UK's fastest growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and human health.

We can help...

Crossed-Out Wheeled Bin symbol

We are pleased to offer our customers the chance to recycle their old electrical items when renting a new item from us. Please speak to your sales advisor for details on how to dispose of your Waste Electrical or Electronic Equipment (WEEE).

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

The Waste Electrical and Electronic Equipment Regulations 2013

The Waste Electrical and Electronic Equipment (WEEE) Directive requires UK distributors to maximise separate collection and environmentally friendly processing of WEEE. UK distributors (including retailers) are required to provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge.

As a responsible retailer, we have met these requirements by offering all customers renting new electrical and electronic equipment free take back of their old electricals on a like for like basis.

Contract Duration

Our standard rental contracts are for a minimum duration of 12 months for new equipment and 9 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

Student applications are available to persons aged over 18 and under 23 years of age.

In addition to our normal ‘Application Requirements’ confirmation of your student status and Two Points of Contact will be required– one should be a parent or guardian. Your University or College details and courses are also required for verification.

Application Requirements

All of our applications are subject to credit status and installation conditions and all customers must be at least 18 years old. Please note we do not offer rent to buy. Our advisors keep the process as simple as possible and you can either apply by phone or online. You will need to have sufficient information to complete the application and enable us to perform a credit check. Once your application is accepted we will contact you to discuss payment of the first months rental + a £20 admin fee by debit or credit card, ask you to provide an agreed form of ID and confirm your delivery date.

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 the first months rental and a one off administration fee of £20 when the application is accepted. 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 (calls may be recorded for training and quality purposes).

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 within a maximum of 1.5 metres of the machines operating position. 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. For delivery the applicant must be present to sign the consumer hire (rental) agreement and new customers will need to show the ID discussed during the application process. 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.

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

Tel: 01737 647400 (calls may be recorded for training and quality purposes)


Full Complaints Procedure Document pdf