Complaints Policy & Procedure
Freightroute Limited is committed to providing high quality services.
If something goes wrong or you are dissatisfied with our service please let us know. This document sets out our complaints procedure and how to make a complaint. It also tells you what you can expect from us.
What is a complaint?
A complaint is an expression of dissatisfaction about our standard of service, driving standards or conduct provided by us or on our behalf. This may include:
- Failure to provide a service.
- Quality of Service
- Behaviour / Attitude of a Staff Member
- Driving Standards
- Delays in Responding to Enquiries
A complaint may involve more than one service.
How to register a complaint
You can complain by phone, by email or in writing. When reporting a complaint please tell us:
- Your name and contact detail.
- As much detail as possible about your complaint.
- What has gone wrong?
- How you want us to resolve the matter.
What happens next?
Stage One – Confirmation of complaint received.
We aim to resolve complaints quickly. Once received your complaint will be acknowledged and assigned a dedicated reference number. If an immediate resolution to the problem is available all reasonable steps will be taken to achieve this. If we are unable to resolve your complaint at this stage it will be necessary to take your complaint to Stage Two.
Stage Two – Investigation of complaint received.
If we have been unable to resolve your complaint at Stage 1 because it is of a complex/delicate nature or requires additional relevant investigations will be conducted. It may be necessary to discuss your complaint with you to understand how we can resolve it, what reasonable steps can be taken to achieve a resolution and if for any reason you remain dissatisfied. We will provide a formal response within 30 working days. If your complaint relates to an employee the exact nature of any action taken will be subject to confidentiality however you will be advised that the Company has taken any appropriate action. If the investigation is particularly complex and we need longer than 30 working days to resolve the issue we will keep you updated on our progress.
Contact details.
Email: [email protected]
Telephone: 01933 651521
In writing: Freightroute Limited
Station Road
Irthlingborough
Northants
NN9 5QQ
All complaints and personal data will be held and processed in accordance with the Data Protection Act 2018
Download our complaints form here