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:

• If possible, please raise the complaint with the delivery rider/driver at the time of collection or delivery.
• In any case, please contact us on 077 6990 4250 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:
  - The nature and circumstances of the complaint.
  - Your name, company name (if applicable) and full contact details.
  - The YJD order number (if known).
  - The name of the company placing the order with YJD.
  - A description of the items concerned.
  - The location from which they were collected or were to be collected.
  - The location to which the goods were delivered or were to be delivered.

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:

• If possible, please raise the complaint with the delivery rider/driver at the time of collection or delivery.
• In any case, please contact us on 077 6990 4250 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:
  - The nature and circumstances of the complaint.
  - Your name, company name (if applicable) and full contact details.
  - The date on which the item was collected or was due to be collected.
  - The company from which the item was collected or was due to be collected.
  - The address to which the item was delivered or was to be delivered.

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 077 6990 4250 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:
- The nature and circumstances of the complaint.
- Your name, company name (if applicable) and full contact details.
- The date of the incident about which you are complaining.
- The location where the incident occurred.

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