CarryOn Transfers seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our, services and customer service.
We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which CarryOn Transfers receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
• You are aware of our complaint lodgment and handling processes,
• Both you and our staff understand our complaints handling process,
• Your complaint is investigated impartially with a balanced view of all information or evidence,
• We take reasonable steps to actively protect your personal information,
• Your complaint is considered on its merits taking into account individual circumstances and needs.
How a complaint can be made
If you are dissatisfied with a travel service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:
• By telephoning us on (+44) 7435 462 939
• By writing to us Unit 2, Basepoint Business Centre, Harts Farm Way, Havant, PO9 1HS
• By emailing us contact@carryon-transfers.co.uk
• In person by speaking to any of our customer service staff.
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
How we deal with a complaint
If a non-serious complaint is made against an office-based staff member or a driver working with children or young people we will investigate the problem but the staff member or the driver will not be suspended. Any 3 complaints within a 6 months period will result into suspension of the staff member or driver.
For serious complaints (such as verbal abuse, sexual assault or any type of aggression) the staff member or the driver will be suspended immediately until we investigate the problem further and if it turns out to be valid the staff member or the driver will no longer work with us.