Account FAQ’s
Payments
Returns
Customer Charter
Complaints
 
 
Customer Service

What is your registered (head office) address?  
the answer

boxclever (Home Technology Finance Limited)
Lakeview House
Fraser Road
Priory Business Park
Bedford
MK44 3WH

Registered Number 3702428 England 
Authorised and regulated by the Financial Conduct Authority: 742969

How do you measure a TV screen size ?  
the answer

The screen size is measured diagonally from corner to corner. Whilst in most of Europe screen sizes are measured in centimetres here in the UK we still refer to screen sizes in inches.

What are your opening hours?  
the answer

Our Customer Care Team is available to take your call on 03705 725 725 during the following times:

  • Monday to Friday from 8am to 5:30pm

  • Saturdays from 8am to 4.30pm

  • We are closed for UK Bank Holidays

What are the benefits of rental?  
the answer

With rental from boxclever you will receive FREE delivery, installation and demonstration of all products you add or upgrade to. For further information please visit our 'why rent' page.

How can I pay my account?  
the answer

There are various ways to pay for your rental account, the most popular being by Direct Debit. There are alternative ways to pay including by the boxclever Payment Card or by Debit or Credit Card. For more information please view our payments section.

How do I upgrade my equipment?  
the answer

You can choose for yourself from the range of products in our product section then call us on 03705 725 725 to arrange delivery and installation. Alternatively, you can just call us and we will help you choose the right product for you.

What is Blu-ray?  
the answer

Blu-ray is a High Definition format for DVD.

What do I do if I have a complaint about the service from boxclever?  
the answer

Our aim is to get it right, first time, every time. If we make a mistake we will put it right promptly.

If you have a complaint please click here to find out what to do, and we will do our upmost to sort it out as quickly as possible.

can't find the answer you're looking for?

Please complete the form below and ask your question:

Name*

Email*

Question*

Payment Queries

We aim to deal with all payment queries quickly and efficiently. Whatever your query you can call us Monday to Friday from 8am to 5:30pm and Saturday from 8am to 4:30pm.

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

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

Payment Methods


 

Direct Debit

Did you know if you pay your boxclever account by Direct Debit you can save £1 off your total monthly payment every month? It also saves you the hassle of having to remember to make your payment each month, so you have one less thing to worry about.

All payments made by direct debit are covered by the Direct Debit Guarantee, so you remain in complete control of your payments.

If you currently pay by cash, payment card or post office book you can start saving money today. Just call us and we'll be able to answer any questions you may have and set up your Direct Debit over the telephone. You can call us Monday to Friday between 8am and 5:30pm and Saturday from 8am to 4:30pm.

Payment Methods


 

Boxclever Payment Card
 

Payment Methods

If you prefer to make your payments by cash or cheque 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.

 

 

Payment Methods

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.

To request a boxclever payment card or for details of your local PayPoint outlet call us Monday to Friday between 8am and 5:30pm and Saturday from 8am to 4:30pm.

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

* You can only pay by cash at a PayPoint outlet or by cash or cheque at the Post Office.

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 have the right to terminate this Agreement at any time after the Minimum Hire Period specified in the Key Financial Information on the Form by giving at least one month’s written notice by which time all Payments due are to be paid and the Equipment returned; and in both instances where more than one item of Equipment has been hired pursuant to the Agreement. You may terminate the Agreement insofar as it relates to any one or more items of equipment.

  • When this Agreement comes to an end You shall no longer be in or entitled to possession of the Equipment with Our consent and the Equipment must be delivered up in good condition (fair wear and tear excepted). We will seek Your permission to enter Your premises to collect the Equipment. If You do not give Your permission You must pay the Payments until We obtain any necessary Order from the Court and enter Your Premises to collect the Equipment.

 

To ensure we meet your expectations when it comes to the service we offer, the Customer Charter lays out Our Promise To You and states what we will do for you and what you can expect if we fail to meet your expectations:

To ensure we meet your expectations when it comes to the service we offer, the Customer Charter lays out Our Promise To You and states what we will do for you and what you can expect if we fail to meet your expectations:

01
We’re here when you need us
  • Our knowledgeable in-house customer service team is UK based and only a phone call away, 6 days a week.
  • You can also use our self service website which contains information on our products and services, 24 hours a day, 365 days a year.
02
We will recommend and install products from a range that best suits your needs
  • To ensure you have the most suitable product we conduct comprehensive evaluations before adding new products to our range.
  • Our customer service team will recommend with confidence the product that best suits your needs.
  • Our experienced installers and contractors will call you on the day of delivery to confirm an estimated arrival time, and then connect and demonstrate your product to help you understand how it works.
03
We keep you informed to ensure you receive the service you deserve
  • We want you to have maximum enjoyment from your product, so we will provide you with an instruction book and advise you how to operate and care for your product.
  • From time to time we will get in touch with you to ensure you are completely satisfied with our service.
04
We aim to respond quickly and efficiently to meet your needs
  • For your convenience we aim to answer your call within 20 seconds and can resolve many product related service issues whilst you are on the phone.
  • Should we need to arrange a service visit we aim to be with you the same day if you call before 10.00am, or if later, by the next working day.
  • Our fully trained engineer will call you on the morning of your visit to advise a two hour time slot. 
05
If we fail to meet your expectations
  • When you tell us we could improve our service to you, or have failed to meet your expectations, we aim to be honest and resolve any issues as quickly as possible.

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

Customer Satisfaction

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: Home Technology Finance Limited, trading as: boxclever,Lakeview House, Fraser Road, Priory Business Park, Bedford, MK44 3WH

  • 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.

 

 
© Copyright Home Technology Finance Limited, trading as Boxclever | Registered in England No. 3702428 | Authorised and regulated by the Financial Conduct Authority: 742969 | Site by Verto