Complaints Procedure
We strive to provide excellent service on every delivery. If something goes wrong, we want to hear about it so we can put things right and improve our service.
How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible. The sooner we know about an issue, the sooner we can resolve it.
For written complaints:
[email protected]To speak to someone directly:
Contact our teamWhat to Include
To help us investigate and resolve your complaint quickly, please provide:
- Your name and contact details
- Booking reference or job number (if available)
- Date and details of the delivery
- Description of the issue
- What outcome you are seeking
- Any supporting evidence (photos, correspondence)
Acknowledgement
Within 2 working days of receiving your complaint
Investigation
We aim to investigate all complaints thoroughly
Resolution
We aim to resolve complaints within 10 working days
Complex Cases
If more time is needed, we will keep you informed of progress
Escalation
If you are not satisfied with our initial response, you can request that your complaint be escalated to a senior manager for review. Please reply to your complaint correspondence requesting escalation.
Insurance Claims
For claims relating to lost, damaged or delayed items, please refer to our Terms & Conditions for information on our liability and claims process. Claims must typically be notified within 7 days of delivery.
We value your feedback and use it to improve our services.
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