Complaints Policy

1. How to Submit a Complaint

Please submit complaints by email and include enough detail for us to identify the job and investigate accurately.

• Booking/job reference and service date.
• Collection and delivery locations.
• Description of issue and expected resolution.
• Any supporting documents or photos.

2. Acknowledgement and Initial Review

We aim to acknowledge receipt within 1 business day and provide an initial triage outcome as quickly as practicable.

• Simple issues: target response within 3 business days.
• Complex or multi-party issues: target response within 10 business days.
• If more time is needed, we provide an update with revised timeline.

3. Investigation Process

Complaints are reviewed objectively using booking records, route data, PODs, communications, and internal operational notes.

Where relevant, we may contact the complainant for additional information before confirming a final outcome.

4. Resolution Outcomes

Following investigation, we issue a written outcome that may include corrective action, service recovery, commercial adjustment, or rejection with clear reasons.

• Operational correction to prevent recurrence.
• Commercial remedy where appropriate under agreed terms.
• Explanation of findings where complaint is not upheld.

5. Escalation

If you are not satisfied with the outcome, you may request escalation for senior management review.

Escalation requests should be made within 14 calendar days of the initial outcome and include reasons for reconsideration.

6. Record Keeping and Learning

Complaint records are maintained for governance, quality improvement, and audit purposes in line with our retention standards.

Trends are periodically reviewed to improve service reliability, communication standards, and dispatch controls.