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YJD Complaints Handling Procedure

We at Yellow Jersey Delivery Ltd ('YJD') offer a range of delivery and mobile advertising services in the Coventry area. This document explains what to do if you have a complaint about any of our services, and how we will deal with complaints.

YJD holds a licence issued by Postcomm which allows us to collect and deliver items for which we charge less than £1 per item. In this complaints procedure such items are referred to as 'Postal Items'. All other packages collected and delivered by YJD are referred to as 'Courier Items'. YJD only collects and delivers postal items for certain business customers. Each of those customers has a separate contract with YJD covering the service that they receive.


1. CUSTOMER COMPLAINTS REGARDING COURIER ITEMS

If you have a complaint concerning the collection or delivery of a courier item:

YJD aims to acknowledge complaints on the day when they are received and to respond fully in writing within one working week. Brief details of the procedure that YJD will follow when investigating a complaint are set out in Section 4 below.


2. CUSTOMER COMPLAINTS REGARDING POSTAL ITEMS

If you have a complaint concerning the collection or delivery of a postal item:

YJD aims to acknowledge complaints on the day when they are received and to respond fully in writing within one working week. Brief details of the procedure that YJD will follow when investigating a complaint are set out in Section 4 below.

YJD is a member of the Postal Redress Service (POSTRS). If any customers are not satisfied with the way in which YJD handles a complaint concerning a postal item, they have the right to refer the complaint to IDRS Ltd, which administers POSTRS.

The address is:

IDRS Ltd,
24 Angel Gate,
City Road
London EC1V 2PT
Telephone 020 7520 3766

or through the website www.postrs.org.uk

Customers with complaints may also contact Consumer Direct (the government advice service for consumers), either by phone on 08454 04 05 06 or through the website www.consumerdirect.gov.uk.


3. OTHER CUSTOMER COMPLAINTS AND COMPLAINTS FROM THIRD PARTIES

If you have a complaint concerning mobile advertising by YJD, or if you have a complaint about the conduct of YJD staff and you are not a customer of YJD, please contact us on 07769 904250 or by email to info@yjdelivery.co.uk or by post to PO Box 4772, Coventry, CV7 7UZ.

Please provide us with as many of the following details as possible:

YJD aims to acknowledge complaints on the day when they are received and to respond fully in writing within one working week. Brief details of the procedure that YJD will follow when investigating a complaint are set out in Section 4 below.


4. INVESTIGATION PROCEDURE

All complaints will be investigated by a director of the company or by the company secretary.

If the complaint relates to a specified director, the investigation will be carried out by another director or by the company secretary.

The director carrying out the investigation will interview all staff involved in carrying out the work that is the subject of the complaint. The director will record the evidence and his or her conclusions in the company complaint log. If disciplinary action is required, he or she will initiate the process. The director will also assess whether any compensation should be offered to the complainant.

At the end of the investigation, the director will respond to the complainant in writing, setting out his or her conclusions and the reasons for them. If it is not possible to conclude the investigation within one working week, the director will send the complainant an interim reply, setting out the time which the investigation is expected to take.

If the complainant is not satisfied with the director's response, he or she may request a further review by another director or by the company secretary. If the complaint relates to a postal item, the complainant may also refer the complaint to POSTRS, Postcomm, or Consumer Focus, as outlined in Section 2 above.

Yellow Jersey Delivery Ltd
PO Box 4772
Coventry
CV7 7UZ

Company no. 06391552
VAT no. 919 7947 61
Postal licence: CL 130


CONSUMER COMPLAINTS REPORT

SUMMARY:
A total of five informal complaints were received during the year, all relating to delayed or failed deliveries of mail. All complaints were completed during the year, to the satisfaction of the customers involved.

DETAIL:

Yellow Jersey Delivery Ltd received no formal complaints in the year to 31/3/2011.

At various times during the year, five of our customers contacted us informally to point out that small quantities of mail had not been delivered or had been delivered late. The total number of letters involved, from all five customers combined, was fewer than 30 (from a total of approximately 145,000 postal items handled during the year).

All five customers were satisfied that Yellow Jersey Delivery management investigated the circumstances of each delayed or failed delivery, although no firm conclusions could be drawn in any of the cases. The customers accepted that a very small proportion of letters may occasionally be mis-delivered and recognised that we are always seeking to improve the quality of service provided by our staff. They have all continued to use Yellow Jersey Delivery for their local postal deliveries.

There were no uncompleted complaints at the year end.

Richard Hicks, Jonathan Prime
Directors, Yellow Jersey Delivery Ltd

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