Complaints Procedure
Last Updated: [Insert Date]
At GoFastCourier, we are committed to delivering reliable, professional, and high-quality courier services. We take all complaints seriously and aim to resolve any issues promptly, fairly, and transparently.
1. Purpose of This Procedure
This Complaints Procedure explains how customers can raise concerns about our services and how we handle and respond to those concerns.
2. What You Can Make a Complaint About
You may submit a complaint regarding:
- Service delays or missed delivery timeframes
- Courier professionalism or conduct
- Incorrect, incomplete, or damaged deliveries
- Billing or payment issues
- Any failure to meet our stated service standards
3. How to Submit a Complaint
You can file a complaint using any of the following methods:
- Email: support@gofastcourier.co.uk
- Online: Via our “Contact Us” form on the website
- Phone: [Insert Contact Number]
Please include the following details to help us investigate:
- Your name and contact information
- Booking reference or tracking number
- Date and location of service
- Clear description of the issue
- Any evidence or supporting documents (if applicable)
4. What Happens After You Submit a Complaint
Once we receive your complaint:
- Acknowledgement: We will acknowledge your complaint within 2 business days.
- Investigation: Our team will review the details, contact relevant staff or couriers, and gather all necessary information.
- Response: You will receive a formal response within 5–10 business days outlining our findings and proposed resolution.
5. Possible Outcomes
Depending on the nature of the complaint, resolutions may include:
- Explanation or clarification
- Replacement delivery attempt
- Service improvement actions
- Partial or full refund (if applicable)
- Corrective training or action involving courier personnel
6. Escalating a Complaint
If you are not satisfied with the initial outcome, you may request that your complaint be escalated to a senior manager for further review.
7. Commitment to Continuous Improvement
All complaints are logged and reviewed as part of our commitment to improving service quality, operational performance, and customer care.
8. Contact Information
GoFastCourier
Email: support@gofastcourier.co.uk
Website: https://gofastcourier.co.uk/
Phone: [Insert Number]