D.A.H Transport &
Storage Customer Complaints Procedure
At
D.A.H we recognise that complaints may sometimes arise in regard to the manner
in which you feel your query has not been dealt with. In this regard we have put in place a
customer complaints procedure which aims to ensure that such complaints are
dealt with in a consistent, fair and transparent manner. Customer complaints will be investigated by
the Customer Services Liaison Officer who is responsible for the implementation
of our Customer Complaints procedure.
The
Customer Complaints Procedure is as follows:-
Complaints must be submitted via email (to dahtaransport@yahoo.co.uk) or in person, within seven working days of the incident. A Customer Complaint form, to facilitate you in making a complaint, is available for download Customer Complaints Form.doc
An
acknowledgement letter, confirming receipt of the complaint, will be issued within
one week of its issue. This letter will provide you with an outline of the
various stages which the process of complaint will go through to resolve this
matter.
The
Customer Services Liaison Officer will review all files on the matter and issue
a decision within 4 weeks of receipt of the complaint. Where this is not
possible, an interim reply will be issued setting out the reasons for the delay
in responding.
Where
a Customer Complaint relates to a specific member of staff, we will consult
that person in relation to the complaint.
Where
a mistake has been made an apology and explanation will be offered and every
effort will be made to rectify the matter.
Where
a complaint highlights that our processes or procedures are inadequate, every
effort will be made to remedy the situation as quickly as possible.
If
you are not satisfied with the response of the Customer Service Liaison Officer
you may lodge an appeal to the Senior Executive Officer
(Email:
dahtransport@yahoo.co.uk)