How will my complaint be addressed?
We are sorry that you have been disappointed by the service we have provided but we would like to assure you that we take all complaints extremely seriously. Our Customer Service team will look into your complaint fully and we will always try to resolve any concerns with you directly and would only want to refer you to an additional complaints process if we have been unable to do this.
- In the unlikely scenario where you feel our Customer Service team have been unable to resolve your concerns or issue, you can email our dedicated Executive Complaints Team at firstname.lastname@example.org. Our team may need to get in touch with you to fully understand your issue and look at how we can further support you.
- We will then investigate your complaint. This will normally involve assigning a subject matter expert to deal with your specific complaint. Our advisor will review the service we provided and speak with the relevant colleagues involved. Our advisor may want to talk through your complaint with you and hopefully resolve it. In this instance, our advisor would try to get in touch via phone or email.
- When raising a complaint, you will need to provide your parcel tracking number (if applicable), the parcel recipient’s full name, the parcel’s delivery address and a preferred contact number. This will help us to start investigating your complaint straight away.
If you have a delivery in progress and want to check the status of your parcel or amend your delivery details, head to our tracking page and see what options are available to you.