Policies · Complaints
Complaints Procedure
If we got something wrong, tell us — we want to know. We acknowledge complaints within 1 business day, respond in writing within 14 business days, escalate to the Director if you are not happy, then CEDR mediation, then court if needed. We track every complaint and learn from it.
How to complain
Email [email protected]. Phone +44 116 483 0483 (human, no AI, 09:00–18:00 Mon–Fri). Post: Complaints Team, Taurex Freight Ltd, 15 Cooper Street, Leicester, LE4 5BL. Portal: Customer Portal → Help → New Complaint. WhatsApp +44 7822 000556. In person: by appointment at our office. Please include name and account / booking reference, date and circumstances, what went wrong in your own words, what you would like us to do about it, any documents (photos, screenshots, emails). You can complain on behalf of another person with their written authority.
Our promise
Acknowledge within 1 business day. Investigate thoroughly and impartially. Respond in writing within 14 business days with findings, decision, any remedy. If we need longer we tell you why and when (never more than 8 weeks total). Apologise where we got it wrong — sincerely, not legalistically. Remedy where appropriate — re-perform, refund, service credit, compensation. Learn — every complaint feeds process review.
Stages
Stage 1 — Operations Team: most resolved here, 14 BD. Stage 2 — Director Review: if dissatisfied, request within 30 days; Director reviews independently within 14 BD with final position. Stage 3 — Mediation (CEDR): non-binding, costs usually shared. Stage 4 — Court / arbitration: small claims under £10k or English courts per our standard T&Cs. Time bars run during complaints — complaining does NOT extend your right to claim.
Types and routing
Service failure: Operations, 14 BD. Damage to goods: Claims Team in parallel — see /policies/claims, 90 days. Billing dispute: Accounts → Director, 14 BD. Communication / staff conduct: Director, 14 BD. Privacy / GDPR: DPO ([email protected]), 30 days. Sanctions / KYC refusal: Director / MLRO, 14 BD subject to tipping-off rules. AI voice assistant: Director + vendor, 14 BD. Marketing / cookies: DPO, 14 BD. Bribery / fraud / ethics: Director (ethics@), 7 BD.
AI complaints — specific handling
We retrieve the call audio and transcript (retention per /policies/call-recording). Review what was said and any action taken. If AI got something wrong: apologise, correct, compensate per impact. Feed case to vendor for model improvement. Re-train internal escalation triggers. You always have the right to: free copy of your call audio and transcript (UK GDPR Art 15), human review of AI output (UK GDPR Art 22), opt out of future AI handling on your account.
Confidentiality and anti-retaliation
Handled confidentially — shared only with people who need it (operations team involved, AI vendor support, insurer, legal advisor). Never publicly identify complainants. We never retaliate against a customer for complaining. Account services, credit terms, pricing unaffected. History held confidentially for service improvement only.
External escalation
Data protection: ICO ico.org.uk/concerns · 0303 123 1113. AML / sanctions: NCA SAR portal · OFSI breach reporting. Customs / duty: HMRC 0300 200 3700. Dangerous goods: HSE (road) / MCA (sea) / CAA (air). Consumer rights: Citizens Advice 0808 223 1133. Modern slavery: UK Modern Slavery Helpline 08000 121 700. Bribery / corruption: NCA. Nuisance calls: Ofcom.
Last reviewed 2026-06-06.