Complaints & Escalations Procedure
What can I complain about?
We define a complaint as ‘an expression of dissatisfaction with a service or product supplied or sold by ParcelBroker that requires a response.’ Our complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant's satisfaction.
We will look at complaints where you feel that we have failed to provide our usual high standard of service. This might be where:
- We failed to provide a service that you paid for, or provided an inadequate standard of service
- We have a made a mistake with your order or enquiry
- There were unreasonable delays in dealing with your order or enquiry
- We have not followed our own policies or processes or terms of service.
- You feel a member of our staff has not acted appropriately
What our complaints procedure does not cover
- Matters that have already been fully investigated through this complaints procedure
- Complaints about our policies or processes or terms of service
- Issues that are in court or have already been heard by a court.
How do I make a complaint?
Stage 1 is managed by the team to which the complaint relates. This is usually our customer service team. Please describe your complaint as fully as possible and include details such as dates, order number(s), name(s) of agent(s) you dealt with, and (if applicable) any supporting documentation or other evidence you feel pertinent to your complaint.
Your complaint will be acknowledged and responded to by a customer care agent within 1 working day.
If you are unable to resolve your issue informally with the specialist support agent assigned to your case, the issue can be formally escalated to a Customer Service Manager where your complaint will be reviewed. You can expect your complaint to be acknowledged within 2 working days of receipt and responded to within 4 working days.
Complaints are usually agreeably resolved at stage 2, however, if you are not satisfied with the explanations given or resolutions proposed by a customer service manager, your case will be assigned to a company director for a final review. You should expect a directors response within 10 working days.
If you remain unhappy
If you remain unhappy after being contacted by a company director, we encourage you to contact the Citizens Advice Consumer Service (formerly Consumer Direct) who can provide specialist and impartial advice on consumer issues.
For us to deal with your complaint as effectively and efficiently as possible, we ask that you bring it to our attention as soon as possible, but no later than 90 days from the date which the incident/issue occurred.
We aim to resolve all complaints within the timelines specified; however, if we require additional time to respond to your complaint, you will be notified and will be provided a date by which you should expect a response.
Potential outcomes from your complaint
- An explanation of what went wrong
- An apology
- Details of what we did or will do to rectify the issue
- ParcelBroker does not pay for consequential loss. In some instances, however, we may consider whether a goodwill payment is appropriate.