Introduction
At Fleetmaxx Solutions, we are committed to providing exceptional service and ensuring customer satisfaction. We understand that, despite our best efforts, issues may arise. This Customer Complaints Policy is designed to outline the procedures for addressing and resolving customer complaints in a fair and timely manner.
How to make a complaint:
1. Contact information: Customers can submit their complaints through the following channels:
- In person at our Head Office, address details below.
- By phone on (01698) 537153.
- By e-mail at customerservices@fleetmaxxsolutions.co.uk
- Through our website, by completing the form at the bottom of this page.
2. Provide details: To help us address the complaint effectively, customers should provide the following details:
- Account number
- Full name of business
- Contact name, telephone number and e-mail address
- Nature of the complaint
- Date and time of the incident (if applicable)
- Any supporting documentation or evidence
Complaint handling process:
Acknowledgement:
Upon receiving a complaint, Fleetmaxx Solutions will send an acknowledgement to the customer within three business days, confirming that the complaint is under investigation.
Investigation:
The complaint will be thoroughly investigated by the relevant departmental manager. This may involve gathering additional information from the customer, reviewing relevant records, and consulting with relevant departments.
Resolution:
Fleetmaxx Solutions is committed to resolving complaints promptly. We aim to provide a resolution within ten business days of acknowledging the complaint. If additional time is required, the customer will be informed of the delay and provided with regular updates.
Communication:
Throughout the process we will maintain open lines of communication with the customer, keeping them informed of the progress and anticipated resolution timeframe.
Escalation:
If a customer is dissatisfied with the resolution provided, they may escalate the matter to a Head of Department or Director. Please contact customerservices@fleetmaxxsolutions.co.uk for their details.
Review and update:
This Customer Complaints Policy will be reviewed regularly to ensure its effectiveness and relevance. Any necessary updates will be made to reflect changes in our business processes or industry standards.