Complaints Procedure

Complaints Procedure

At Airporter we want to give you the best service possible if you visit our location, use our website, interact with our staff or travel on our services. To do this we need to know when things go wrong, or if we are not meeting your needs. If you are not satisfied with the service you have received from us, we want to hear from you. This document outlines our complaints procedure and tells you how to make a complaint.

We will investigate all complaints thoroughly and fairly. In all cases we will give you a full explanation and an apology if we have made a mistake. Your comments are essential to help us put things right. If you are not happy with our response to your complaint, you can contact the Consumer Council, an independent body that can take up your complaint on your behalf.

You can contact the Consumer Council at: The Consumer Council The Consumer Council Floor 3, Seatem House 28 – 32 Alfred Street Belfast BT2 8EN. Complaints line: 0800 121 6022. Phone or textphone: 028 9025 1600. E-mail: contact@consumercouncil.org.uk. Website: www.consumercouncil.org.uk

Please let us know when:

• You are not satisfied that standard.
• You have not received a service you think you should have
• You feel that you have not been treated politely and with respect.

How to make a complaint:

1. The quickest way to get the problem sorted out is by explaining it to our employees at the point of service.
2. Telephone the Airporter Customer Services Team informing them that you want to make a complaint on 028 7126 9996
3. Fill in the attached complaints form and send it to: Airporter Ltd. Unit 23 Springtown Avenue, Springtown Industrial Estate. Derry~Londonderry. BT48 0LY.
4. Email your complaint to info@airporter.co.uk

What will happen when I complain?

Stage 1

If you make a complaint, the relevant Department will contact you within 10 working days of us receiving your complaint. If, for any reason, your complaint is going to take longer than 10 days to sort out you should getan explanation for the delay and a new target date by which you should get a full response from us.

Stage 2

If the first response is not satisfactory, you can write directly to the Airporter Management who will review our response and investigate the complaint further. You will receive another response within 15 working days from when we receive your letter. If, for any reason, your complaint is going to take longer than 15 days to sort out you should get an explanation for the for the delay and a new target date by which you should get a full response from us.

Stage 3

If the second response is not satisfactory, you can then write to the Directors. They will look into your case and make a detailed investigation. Again you will receive a response within 15 working days from when we receive the letter. If, for any reason, your complaint is going to take longer than 15 days to sort out you should get an explanation for the delay and a new target date by which you should get a full response from us.