Customer Services


  • General Information
  • Complaints Procedure
  • Nominate Staff

Putting you at the heart of everything that we do.


We are 100% committed to providing you with the best possible customer service. As part of this commitment we have been taking a long, hard look at what we do and how we do it - and then implementing measures to "up our game".


Our first step has been to join the Institute of Customer Service (ICS) and to work towards obtaining the ICS's National Customer Service Accreditation.


Our aim is to put you, the customer, at the heart of everything that we do. As part of our membership of the ICS we have carried out surveys to gain an understanding of where we currently are in terms of customer satisfaction. The survey results are very promising and give us a good base from which we can build.


We have also developed a Customer Charter outlining how we want to do things "The HPA Way". This states that we will continually:

  • Put our customers at the heart of everything we do
  • Work as a team, fully supporting our colleagues
  • Treat everyone with honesty and respect
  • Look out for colleagues and ensure customer safety

We strive to build an enviable reputation for customer service.

Our complaints procedure.

We hope that you never need to complain about our services but sometimes, of course, things can go wrong. If that does happen then we want to do our best to put things right, so please get in touch with us. This is our complaints procedure:


In the first instance please contact the depot/HPA location that you were dealing with. If your complaint is not satisfactorily resolved you can either email, telephone or write to us:


E: customerservices@hpahire.co.uk
T: 0333 323 0403


We want you to nominate a HPA Customer Service Champion.


If one of our employees has gone the extra mile to help you, then we'd like you to nominate him or her to become an HPA's Customer Service Champion.


Please tell us about someone who is always really friendly, helpful and professional - someone who believes that nothing is too much trouble when it comes to helping you.


We want to know about employees who have exceeded your expectations. They may have demonstrated outstanding safety knowledge, moved mountains to get you the right machine in the right place and at the right time, or delivered outstanding training.


To nominate a HPA Customer Service Champion please complete the form below.


Your details

Who are you nominating?