Complaints Policy

JS Transport Management Services Ltd T/A Total Compliance is committed to ensuring that the quality of the goods or services we provide are of a standard which both meets your expectations and is fit for purpose.

We do recognise that there may be times where our services may fall below your expectations and if at any time this happens, we are committed to working with you to resolve the issue.

If you are unhappy with any aspect of our service or any product we have supplied you with we would request you inform us as soon as is practicable and within 7 days by telephone, email or by post detailing what you are unhappy about and what you would like us to do to resolve your complaint.

This will enable us to start investigating your complaint or grievance so we can respond to you promptly and try to reach a suitable conclusion for all parties concerned.

If you are not satisfied with the outcome of the investigation of the complaint, you can appeal to a Company Director so that we can ensure company policies and procedures have been followed, and the complaints policy and procedure has been dealt with and managed accurately and with fairness.

Once an appeal is received an initial response will be sent out within 14 days and a full response within 28 days.  This can be subject to to the complexity of the case and we will advise you of any extension required for investigating the case further.

We will log and monitor all complaints received into the business to proactively identify ways in which our service and products can be improved and any investigations of any complaint received will be used for this purpose.

Author: Michelle Scott (Director) & Jonathan Scott (Director)

Date Created: 27/06/2020
Date Reviewed: 01/06/2023