Complaints Procedure

Last updated: 27 June 2026

Marquis Rentals Ltd is committed to providing a high standard of service to all our clients and website visitors. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.

1. What constitutes a complaint

A complaint is any expression of dissatisfaction about our service, conduct, or failure to act, whether justified or not. This includes concerns about:

• The quality of services provided;
• The conduct of our staff or representatives;
• Our website or communications;
• How your personal data has been handled.

2. How to raise a complaint

You can raise a complaint using any of the following methods:

• mail Email: jack.ferrin@marquisrentals.co.uk
• call Telephone: +44 7809 145 172
• location_on Post: Complaints Department, Marquis Rentals Ltd, C/O DNT Chartered Accountants, Ormeau House, 91-97 Ormeau Road, Belfast, County Antrim, Northern Ireland, BT7 1SH

When raising a complaint, please provide:

• Your full name and contact details;
• A clear description of the issue;
• Any relevant dates, correspondence, or reference numbers;
• What you would like us to do to resolve the matter.

3. What happens next

Our complaints handling process follows these steps:

• Acknowledgment — We will acknowledge receipt of your complaint within 5 business days.
• Investigation — Your complaint will be reviewed by a senior team member. We may contact you for further information.
• Response — We will provide a full written response within 15 business days of acknowledgment. If the matter is complex, we will inform you of any extended timeline.
• Resolution — Where possible, we will propose a fair resolution. If you are not satisfied with the outcome, you may request escalation to a director for final review.

4. Escalation

If you remain dissatisfied after receiving our final response, you may refer the matter to the relevant ombudsman or regulator, depending on the nature of the complaint. We will provide you with the appropriate contact details in our final response.

5. Data protection complaints

If your complaint relates to how we have handled your personal data, you also have the right to contact the Information Commissioner's Office (ICO), the UK's independent data protection authority:

• Website: ico.org.uk
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

6. Contact us

For all complaints and concerns, please contact us directly in the first instance:

• mail jack.ferrin@marquisrentals.co.uk
• call +44 7809 145 172

This Complaints Procedure is provided as a template for this website and does not constitute formal legal advice. Please review it with a qualified professional to ensure it meets your specific requirements.