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COMPLAINTS POLICY

Stage 1
In the first instance, we ask that all customers should contact a member of staff in the relevant department of their complaint. If the complaint is account related, an Accounts/Credit Control Advisor should be contacted: if the complaint is support related you should speak to the Operations Supervisor. Contact telephone numbers are available on the company website.

The member of our team will take all the relevant information regarding the complaint and will investigate thoroughly and, where possible resolve the issue directly.

Stage 2
In most cases no further action will be necessary. However if the member of our team is unable to resolve the complaint to your complete satisfaction, your complaint can be escalated to the relevant Operations Manager who will contact you within one hour and undertake further investigation to resolve the complaint.

Stage3
If you are still not satisfied with the outcome, you should write to the Managing Director, who will formally acknowledge your complaint within 3 working days. The Managing Director will then investigate fully your complaint and respond within 7 working days. Every effort is made to resolve complaints, however if this is not the case or you have received a deadlock letter from us, you should seek advice from the Citizen Advice Bureau or a solicitor.

If you have any questions about our formal complaints procedures please contact the Managing Director, Mark Giles 01268 330330 or email mark.giles@abbycouriers.com or otherwise in writing to:

 

Abby Couriers Ltd, Stella House, Stella Place, Luckyn Lane, Basildon, Essex SS14 3AX.
Ref: 003/03/01/2009