When something has gone wrong
Complaints
How to complain to HAKEM TRANSPORT LTD, what we commit to doing about it and by when, and where you can go if we cannot settle it between us. A complaint is welcome: it is the quickest way we find out what went wrong.
Three steps, with dates on them
- Day 0
You tell us
Write to dispatch@hakemtransport.info with Complaint in the subject line, or by post to the registered office. Say what happened, the reference if there is one, and what you would like us to do. Photographs and the delivery note help when goods are concerned.
- Within 2 working days
We acknowledge it
You get a reply saying we have it, who is looking into it, and whether we need anything else from you to do so.
- Within 10 working days
We answer it in full
A written answer: what we found, what we will do, and why. If finding out takes longer, for example because a driver's account is needed, we say so within those ten days and give a date. Our final answer comes no later than eight weeks after you complained.
What happens inside
A complaint is read by someone who was not part of the job it is about, where that is possible. If it is about a consignment, we look at what was sent, the timeline the desk kept, and the signed notes at each end. If we got something wrong we say so plainly in the answer, together with what we will change.
If a complaint is about loss or damage to goods, our conditions of carriage set out what we are responsible for and the times in which to tell us.
If we cannot settle it
HAKEM TRANSPORT LTD is not a member of a trade body or of an alternative dispute resolution scheme. If our final answer does not settle a complaint from a consumer, we say so in writing, give the name and website of an approved dispute resolution provider, and say whether we will use it. These routes are open whatever we say:
Citizens Advice consumer service
Free advice in England and Wales for a consumer with a problem with a business, and the route to Trading Standards where a business may have broken the law.
The small claims track
A claim for money against the company can be made to the county court, online, by a consumer or a business. Claims within the small claims limit are dealt with simply, usually without lawyers.
The Information Commissioner's Office
For a complaint about how we have handled information about you. Details are in the privacy notice.
Action Fraud
If someone took a booking or goods in our name from an address that does not end in @hakemtransport.info, report it to the national fraud reporting centre, and tell us too.
What we keep of it
The complaint and our answers are kept with the consignment they concern, for as long as the privacy notice says messages are kept, and are used for nothing but dealing with the complaint and putting right what caused it.
Not about a load?
A complaint about this website, such as a page you could not use, follows the same three steps. The accessibility statement says what we know is not yet right and how to ask for something in another format.