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Website Complaints Policy

Introduction

This policy outlines the process for handling complaints received from customers, vendors or members of the public. It ensures that all complaints are logged, investigated, resolved, and escalated appropriately, while maintaining confidentiality and data protection.

Scope and Application

This policy applies to all employees and officers of Heavy Haul Rail Group Limited (including Heavy Haul Rail Limited,

Heavy Haul Rail Group Limited and Heavy Haul Rail Limited (collectively referred to in this Policy as “we”, “our”, “us”, “the Company”) and consultants, self-employed contractors, casual workers, agency workers, volunteers and interns.

Logging Complaints

We have a Complaints dedicated email address available on our external website, where a complainant can make contact using complaints@heavyhaulrail.co.uk.

The complaint email will then be sent to the relevant department who will be responsible for reviewing, investigating and responding to the complaint with the findings of the complaint and actions taken.

Investigating Complaints

Complaints will be assigned to the appropriate department or individual for investigation.  The investigation should be thorough and impartial, and the following steps should be taken: 

  • Review the details of the complaint 
  • Gather any additional information or evidence 
  • Interview relevant parties if necessary 
  • Document all findings and actions taken

Resolving Complaints

Once the investigation is complete, the responsible department or individual will determine the appropriate resolution. The complainant should be informed of the outcome and any actions taken to address the issue. The resolution should be documented, including: 

  • The outcome of the investigation 
  • Any corrective actions taken 
  • Any follow-up actions required

Escalating Complaints

If a complaint cannot be resolved at the initial level, it should be escalated to higher management or an external body if necessary. The escalation process should include: 

  • Notifying the complainant of the escalation 
  • Providing all relevant documentation to the higher authority 
  • Cooperating with any further investigation or review

Roles and Responsibilities

All employees are responsible for: 

  • Reporting complaints promptly 
  • Cooperating with investigations 
  • Implementing corrective actions

Management is responsible for: 

  • Ensuring complaints are handled appropriately 
  • Overseeing investigations and resolutions 
  • Reviewing and updating the complaints policy as needed

Timelines

Complaints should be acknowledged within 2 business days of receipt. Investigations should be completed within 10 business days, and the complainant should be informed of the outcome within 15 business days. Where a resolution isn’t possible in these timescales, the complainant shall be kept informed of progress.

Documentation Requirements

All complaints and related documentation should be maintained in a secure and confidential manner. Records should be kept for a minimum of 5 years and should include: 

  • The original complaint 
  • Investigation notes and findings 
  • Resolution and corrective actions 
  • Any follow-up actions

Confidentiality and Data Protection

All complaints will be handled with the utmost confidentiality. Personal data will be processed in accordance with data protection laws and company policies. Access to complaint records will be restricted to authorised personnel only.

Policy Updates

This policy will be reviewed and updated annually or as needed to ensure it remains effective and compliant with relevant laws and regulations.