SEARCH CUSTOMER LOGIN Our Services Our Depots Careers Main Menu YOU ARE HERE > HOME > CUSTOMER SERVICES > FREIGHTROUTE COMPLAINTS POLICY AND PROCEDURE PRINT THIS PAGE Freightroute Complaints Policy and Procedure Freightroute Complaints Policy & Procedure Freightroute Limited is committed to providing high quality services. If something goes wrong or you are dissatisfied with our service please let us know. This document sets out our complaints procedure and how to make a complaint. It also tells you what you can expect from us. What is a complaint? A complaint is an expression of dissatisfaction about our standard of service, driving standards or conduct provided by us or on our behalf. This may include: Failure to provide a service. Quality of Service Behaviour / Attitude of a Staff Member Driving Standards Delays in Responding to Enquiries A complaint may involve more than one service. How to register a complaint You can complain by phone, by email or in writing. When reporting a complaint please tell us: Your name and contact detail As much detail as possible about your complaint What has gone wrong? How you want us to resolve the matter What happens next? Stage One – Confirmation of complaint received. We aim to resolve complaints quickly. Once received your complaint will be acknowledged and assigned a dedicated reference number. If an immediate resolution to the problem is available all reasonable steps will be taken to achieve this. If we are unable to resolve your complaint at this stage it will be necessary to take your complaint to Stage Two. Stage Two – Investigation of complaint received. If we have been unable to resolve your complaint at Stage 1 because it is of a complex/delicate nature or requires additional relevant investigations will be conducted. It may be necessary to discuss your complaint with you to understand how we can resolve it, what reasonable steps can be taken to achieve a resolution and if for any reason you remain dissatisfied.We will provide a formal response within 30 working days. If your complaint relates to an employee the exact nature of any action taken will be subject to confidentiality however you will be advised that the Company has taken any appropriate action. If the investigation is particularly complex and we need longer than 30 working days to resolve the issue we will keep you updated on our progress. Contact details. Email: compliance@freightroute.co.uk Telephone: 01933 651521 In writing: Freightroute Limited Station Road Irthlingborough Northants NN9 5QQ All complaints and personal data will be held and processed in accordance with the Data Protection Act 2018 Download our complaints form here Quick Enquiry Where Next? Back to Customer Services Upcoming Bank & Public Holidays Monitor Service Performance Telephone Support Contact Your Nearest Depot Each of our depots has dedicated teams to answer any questions. Find your local depot here. Select a Depot Irthlingborough Bradford Falkirk Gloucester West Mids Thetford Newton Le Willows Durham East Mids Eastleigh Keep Up To Date Keep up to date with Freightroute, straight to your inbox. Get In Touch Let us know what you think, get in touch here. tel: 0800 158 4401 email: head.office@freightroute.co.uk © Freightroute 2021 Terms & Conditions Privacy Policy Cookies Site Map Contact Us Site by Verto Follow / Share