Page 67 - FTL Driver Training Manual

F R E I G H T T R A N S P O R T L T D ( F T L ) D R I V E R T R A I N I N G M A N U A L V E R S I O N 2
27.1 FTL Ltd Quality Feedback and Complaints Procedure

Aim

The company will take all quality complaints and feedback seriously. It is the company’s aim to
identify the causes of common complaints and act upon them to prevent a reoccurrence and
increase customer satisfaction with our products and services.

The Company Complaints procedure is not aimed at pointing fingers, but instead to resolve
issues and learn from them in a positive manner.

It is the view of the company that it is equally important to communicate and learn from positive
feedback, as from the negative.

1. Identifying sources of Complaints

Complaints can stem from many different stakeholder groups, as follows:

✓ Customers
✓ Suppliers
✓ Employees
✓ General Public
✓ External bodies (i.e. Environment Agency (EA), Health and Safety Executive (HSE),
Police, etc)

2. Identifying reasons for complaints

Complaints can stem from many different causes, examples as follows:

✓ Poor customer service
✓ Quality issues
✓ Poor quality products or services
✓ Customer dissatisfaction
✓ Environmental issues
✓ Excessive emissions beyond site boundaries (i.e. Noise, smell, dust, etc)
✓ As a result of damage or accident
✓ Unreasonable behaviour

3. Customer Satisfaction

It is important to the company to provide a good level of customer satisfaction in the manner we
operate our business activities.

Where a trend can be identified in either complaints or points of merit from positive feedback
these will be communicated to upper level management.

Continuous Improvement

It is the aim of Freight Transport Limited. to continually improve its business activities in all areas
from environmental performance, health & safety performance, sales performance, etc as well
as our performance in customer service.

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