TRANSFERFORCE LTD is committed to providing a high quality, transparent and accessible service to
everyone we deal with. In order to do this, we need you to tell us when we get things wrong.
We want to help resolve your complaint as quickly as possible.
We handle any expression of dissatisfaction with our service which calls for a response
as a complaint. We listen to your complaints, treat them seriously, and learn from them
so that we can continuously improve our service.
A complaint is an expression of dissatisfaction, whether justified or not.
Our policy covers complaints about:
• the standard of service you should expect from us
• the behaviour of our staff in delivering that service
• any action, or lack of action, by our staff or drivers
We refer to these complaints as "service complaints".
• We can receive complaints by letter or email, or alternatively by a representative if
required. We treat all complaints seriously.
• You can expect to be treated with courtesy, respect and fairness always. We expect that
you will also treat our staff dealing with your complaint with the same courtesy, respect
and fairness.
• We will treat your complaint in confidence.
• We will deal with your service complaint promptly. We will acknowledge receipt of a written
complaint within 24 hours and a full reply within 5 days. keeping you fully informed of any
progress.
• All complaints are logged and updated on the outcome.
Acknowledgement sent within 24 hours Complaint sent to management to assess
Full response sent within 3 working days
If the claimer is happy with the response, Complaint closed and any lessons drawn, If not and ask for a review of our response;
Acknowledgement sent within 5 working days Complaint sent to Director to review
Full response sent within 10 working days
If the claimer is happy with the response, Complaint closed and any lessons drawn, If not and ask for a review of our response;
i) Complaint closed and any lessons drawn, if not, Consider sending your complaint to the local licensing office