Our Promise – A Symbol of Trust

The Our Promise symbol represents a set of promises that underpin our commitment to delivering the highest levels of customer experience.

Our Promise is a commitment to delivering service excellence across every area of our business.

Click on the wheel below to find out more about Our Promise and view the set of promises for New Machines, Used Machines, Workshop, Parts & Field Support.

A symbol of trust

The Our Promise symbol represents a set of promises that underpin our commitment to delivering the highest levels of customer experience.

Our Promise is a commitment to delivering service excellence across every area of our business.

Everything we do is based on the following values:

  • Safety
  • Responsiveness
  • Quality Service
  • Transparency
  • Consistency

Our Promise is your guarantee of unrivalled customer excellence. A commitment that goes across everything we do.

Whether you need a new or used machine, workshop services, parts or aftersales, our promises spell out exactly what you can expect from us, every time.

When we give our word, we keep it. That’s our promise.

Our Promise: Used Machines

  • We promise that all of our Certified Used equipment comes with 12 months warranty; covering power train and hydraulics

  • We promise to hold stock of our most popular Certified products; providing fast-lane delivery within 7 days
    Stock guarantee: Stock guarantee includes the following product lines: Mini Hex, Small Hex, Med Hex, Med Wheel Loader 302, 312, 320, 966.

  • We promise that all of our Certified Used equipment has undergone a 140-point inspection

Our Promise: Workshop

  • We promise to give you a firm completion date; within 48 hours of receipt of your machine
    Payback guarantee: If we fail to meet the stated completion date we will credit you £200 per day up to a maximum of 10 days on orders over £2,000 (or € equivalent).

  • We promise to give you a fixed price or the difference back
    Payback guarantee: Any additional work required will be pre-authorised or Finning will pay the difference.

  • We promise to keep you informed throughout your repair

Our Promise: New Machines

  • We promise to give you a firm delivery date; within 48 hours of order receipt

  • We promise to hold stock of our most popular products, providing fast-lane delivery within 7 days
    Stock guarantee: Our stock guarantee includes the following product lines: 302.7D CR, 305ECR, 312E, 313FL GC, D6N LGP, TH414C GC, TH417C GC, CB14B.

  • We promise to keep you informed throughout the fulfilment of your order

Our Promise: Field Support

  • We promise to provide you with an agreed time-slot for your scheduled service
    Payback guarantee: If we fail to attend within the agreed time, we will credit you £100 (or € equivalent). Mainland UK and Ireland only.

  • We promise to attend your breakdown within 4 hours
    Payback guarantee: If we fail to attend within the agreed time, we will credit you £100 (or € equivalent). Mainland UK and Ireland only.

  • We promise to keep you informed throughout your repair

Our Promise: Parts

  • We promise to deliver stocked parts from our national distribution centre, next day, 100% of the time
    Payback guarantee: If we fail to meet our delivery guarantee we will credit you 5% off your order.

  • We promise FREE next-day delivery on all stocked Parts Direct orders

  • We promise that when you contact us, we will respond promptly; if we can’t answer your question immediately we will get back to you within an hour

Our Promise Feedback Form

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Our Promise customer charter

Customer Charter

View the Our Promise customer charter

Our Promise terms and conditions.

Terms & conditions

Read the full Our Promise terms and conditions