To ensure we meet your expectations when it comes to the service we offer, the following summary outlines the service you can expect from us:

If you feel we haven’t met your expecations, please let us know!

Payment Queries

We aim to deal with all payment queries quickly and efficiently. Whatever your query you can call us Monday to Friday.

If you have a Credit / Debit Card your rental payment can be made by telephone using our automated payment line.

The payment line is available 24 hours a day, 365 days a year.

Alternatively other payment options are available such as Direct Debit or the Boxclever Payment Card - see below for further details.

Direct Debit

We are finding that many of our customers are switching to paying us by Direct Debit because of the following benefits:

• Flexibility - you choose the payment date that suits your budget.
• Saves Time - payments are automatically claimed monthly.
• You are protected by the Direct Debit Guarantee.
• You save time by not having to pay your rental.

Switching to Direct Debit is simple, ring us on 03705 725 725 to find out how.

In many cases we can reduce your monthly rental charge by £1 as a way of saying thank you for switching. Give us a call today and have peace of mind that you bill will be paid on time.

Boxclever Payment Card
 

If you prefer to make your payments by cash you can use the Boxclever payment card.

The Boxclever payment card can be used locally at any Post Office or PayPoint outlet.

You'll find PayPoint locations in local shops, garages and off licences, just look out for the PayPoint sign.

To make a payment just take your Boxclever Payment card to any Post Office or PayPoint outlet.

When you make your payment, your card is swiped and your Boxclever account will be updated. You will receive a receipt for your payment so you can keep a record.

You can also find details of your local PayPoint outlet by clicking here.

Contact Us First

If you're looking for a new equipment and want to return your current rental item(s), make sure you contact us first. 

To check what alternatives we can offer you, call us on 03705 725 725.
 

The Small Print

As per the terms and conditions shown on the Hire Agreement the following conditions apply:

Prior to the delivery of the Rental Equipment

• You have a right to cancel the agreement under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, by taking delivery of the goods, or by signing the agreement, you expressly consent to commence the hiring prior to the end of the cancellation period.

Once the Rental Equipment has been installed

• You can end this agreement by giving at least one month’s notice. You will have to make all payments and pay any amounts you owe until the date the agreement comes to an end and the equipment has been returned to us.

Our aim is to get it right first time, every time. However if you have a complaint, we really want to hear from you.

We welcome your comments, as they give us the opportunity to put things right and improve our service.

To deal with your concerns as quickly as possible, we have set up the following procedure to help quickly resolve your complaint.
 

1. Tell Us What Has Gone Wrong

• We need to know the nature of your complaint and how you think the problem should be resolved. You can do this by contacting us by telephone, post or email. Where possible please quote your account number when contacting us:

Telephone:  03705 725 725
Email: enquiries@boxclever.co.uk
Postal address: Boxclever, Bedford i-Lab, Stannard Way, Priory Business Park, Bedford, MK44 3RZ

• We will confirm the receipt of your complaint within five working days and do our best to resolve the problem within four weeks.


• If we cannot resolve your problem within four weeks we will let you know when an answer may be expected.

2. Contact The Financial Ombudsman

• If we have not resolved the situation within eight weeks we will provide you with information about the Financial Ombudsman Service.


• The Financial Ombudsman Service offers an independent review of your complaint but will only consider this once you have tried to resolve it with us.


• Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.