Complaints Procedure

We take every complaint we receive seriously and work with you to resolve issues quickly and in a satisfactory way.

If you have a complaint, please take the following steps to ensure that we can deal with your issue effectively.

Contact us by either:

1. Completing the form below, outlining that your enquiry is a complaint.
2. Email our Customer Care Team (for Shipper complaints only).
3. Write to us at Customer Care, Xoserve Limited, 65 Lansdowne Gate, Solihull, West Midlands, B91 3DL.

In all cases, please let us know your allocated three-letter shortcode in addition to your address, postcode and contact telephone number.

We aim to resolve all complaints within a few days. More complex complaints that require input from multiple industry parties may take longer to investigate and resolve.

If your concern does require more investigation, you can expect the following from us:

Step 1

• We'll get back to you with a verbal or written response within five working days, either to let you know we've fixed the problem or that we are investigating further
• You'll be given the name and contact details of the person who is managing your complaint
• If there is any delay in getting the information to you, we will keep in touch with frequent progress updates
• The Customer Care team will do all they can to fully resolve your complaint

Step 2

If you are unhappy with how your complaint has been managed, then you can get in touch with Customer Care Manager, Max Pemberton (max.pemberton@xoserve.com) who will investigate further over the next five working days and will work with you to resolve your issue.

Step 3

If, after discussing your complaint with Max, you are still not fully satisfied, you can ask that your complaint be reviewed by Alison Jennings (alison.j.jennings@xoserve.com), our Head of Customer Experience.

Following this, we will contact you and send you a letter within two weeks to confirm our final position. Our response might include an apology, an explanation of what went wrong, or details of remedial actions we may be taking.