Customer Complaints Policy

Firstly, we would like to apologise if you are disappointed or have concerns about the service you have received. We want to do our best to help you. For us best to understand the issue, please get in touch with one of our Customer Service advisors.

As part of our investigation, we may need to speak with our colleagues at the local depot, which may mean we are unable to provide you with an immediate answer to your query. We will always get back to you as quickly as possible but during busy periods this can take up to a few days.

·      Call Customer Services on 01709 369369

·      Email Customer Services at

·      Fill in the customer feedback form on our website - Leave Feedback 

·      Contact us through social media - see here


We would like to assure you that we take all complaints extremely seriously. Our Customer Service team will investigate your complaint fully and we will always try to resolve any concerns with you directly and would only want to refer you to an additional complaints process if we have been unable to do this.


·  In the unlikely scenario where you feel our Customer Service team have been unable to resolve your concerns or issue, you can email our dedicated Executive Complaints Team at Our team may need to get in touch with you to fully understand your issue and look at how we can further support you.

·  We will then investigate your complaint. This will normally involve assigning a subject matter expert to deal with your specific complaint. Our advisor will review the service we provided and speak with the relevant colleagues involved. Our advisor may want to talk through your complaint with you and hopefully resolve it. In this instance, our advisor would try to get in touch via phone or email.

·  When raising a complaint, you will need to provide a summary of your complaint with any supporting evidence- in addition to any parcel tracking numbers (if applicable), the parcel recipient’s full name, the parcel’s delivery address and a preferred contact number. This will help us to start investigating your complaint straight away.

·  We aim to handle all complaints within a timely manner- working to a current SLA of 14 days.

If you have a delivery in progress and want to check the status of your parcel or amend your delivery details, head to our tracking page, and see what options are available to you.