UK and Ireland equipment distributor Finning has introduced its Services Commitment, a contractual framework designed to enhance customer experience through guaranteed parts delivery and repair timelines according to a Project Plant report.

The commitment applies automatically to new and renewed Customer Value Agreements (CVAs) across construction, infrastructure, and industrial sectors. Under the framework, customers receive next-day delivery for maintenance, wear, and common repair parts, with an additional 48-hour commitment for repairs typically completed within two days for CVA holders including labour support.

Finning provides financial accountability through Cat Credit compensation of up to £850 for missed parts delivery commitments and £850 for missed repair dates. The structure aims to reduce downtime risks and support productivity demands across customer operations.

Tim Ballard, general manager retail, marketing and product at Finning, stated the commitment addresses time pressures and disruptions by providing dependable solutions for parts availability and repair speed, enabling customers to meet productivity demands and protect against downtime risks.

The initiative launches ahead of anticipated capital infrastructure projects and public and private sector construction starts across the UK. Finning positions the Services Commitment as infrastructure to support operational efficiency, with contractual clarity on service accountability and uptime protection.

Ross Reading, head of contracts and asset management for service operations at Finning UK & Ireland, emphasised that the commitment ensures customers access required parts alongside expert engineer support, delivering customer service infrastructure clients can depend on while maximising contract value.

The Services Commitment precedes Caterpillar's global launch of the scheme at the CONEXPO trade show in March 2026.

Explore how service guarantees are reshaping equipment customer experience in the complete article.