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CUSTOMER CARE POLICY STATEMENT

Abby Couriers Ltd aims to set clear standards of service and to regularly review and improve performance. The resources will be used effectively and
efficiently in order to provide the highest standard of service to our customers.

Abby Couriers Ltd will openly provide clear information about its services, which will be easily accessible to everyone who needs them. All enquiries and complaints will be dealt with in a prompt manner. Present and potential users of Abby Couriers Ltd services will be consulted with, and their views will be used to continually improve the service provided.

Standards for Customer Care

1. Responding to correspondence
   
   Abby Couriers Ltd will answer all correspondence - including letters, faxes and emails – in a fast and clear manner.
   
   Targets:
   • To answer all correspondence within 10 working days
   • Return documents within the requested timescales
   • Or inform the recipient of the delays
   
   
2. Appointments
   
   Abby Couriers Ltd staff will see people punctually when an appointment has been made. If no appointment has been made, Abby Couriers Ltd staff will endeavour to see people as promptly as is reasonably possible.
   
   Targets:
   • To see people within 10 minutes of any appointment that has been made
   • Maximum length of time a person without an appointment time should have to wait before they are seen is 15 minutes, or 30 minutes at busy times
   
3. Completion of contracted services
   
   Abby Couriers Ltd will aim to complete or better the targets agreed jointly to the customer’s satisfaction.
   
   Target:
   • To always attempt to exceed the expectation of our customers in both quality and cost
   
4. Answering telephone calls
   
   Abby Couriers Ltd will answer telephone calls in a fast and helpful manner.
   
5. Information
   
   Abby Couriers Ltd will provide clear and straightforward information about its services.
   
   Target:
   • To have one or more telephone numbers and email addresses for public enquiries
   
   
6. Complaints procedures
   
   Abby Couriers Ltd will review and investigate all complaints for the service it provides, and promptly deal with any complaints received.
   
   Targets
   • To have zero complaints
   • To deal with any written complaints within 5 working days

REF: 002/01/03/2009