Complaints Policy

JS Transport Management Services Ltd T/A Total Compliance ("the Company") is committed to delivering high-quality products and services that meet or exceed customer expectations. We take all feedback seriously and use it as an opportunity to continuously improve.

  1. Our Commitment

While we strive for excellence, we recognise there may be occasions where our service or products do not meet your expectations. When this happens, we are committed to working with you fairly, professionally, and promptly to resolve any concerns.

  1. How to Make a Complaint

If you are unhappy with any aspect of our service or a product supplied, please contact us as soon as possible, ideally within seven days by:

  • Telephone
  • Email
  • Post to Michelle Scott (Director), Total Compliance, 2nd& 3rd Floor, 28 Market Place, Grantham, Lincolnshire. NG31 6LR

When submitting your complaint, please include:

  • A clear description of the issue
  • Any relevant supporting information
  • What you would like us to do to resolve the matter
  • This information helps us investigate and respond to your concerns promptly.
  1. How We Handle Complaints
  • We aim to acknowledge and respond to your complaint within five working days.
  • We will investigate the complaint thoroughly and communicate the outcome to you.
  • Wherever possible, we aim to resolve the issue to your satisfaction promptly and fairly.
  1. Appeals Process
  • If you are not satisfied with the outcome of our initial investigation, you have the right to appeal.
  • Appeals should be directed to a Company Director to ensure that our procedures have been followed correctly and the matter has been handled fairly.
  • An initial acknowledgement of your appeal will be sent within 14 days.
  • A full response will be provided within 28 days (subject to the complexity of the case — if more time is needed, we will inform you).
  1. Continuous Improvement

All complaints are logged and monitored to help us identify areas for improvement. Insights gained from complaint investigations are used to enhance the quality of our services and products.

Closing Statement:

We value your feedback and view complaints as an opportunity to improve. Thank you for helping us to maintain high standards of service and customer care.

 

Author: Michelle Scott (Director)
Date Created: 17 April 23
Last Review: 16 April 2025
Review Due: 15 April 2026
Version Number: 3.0