Our commitment
K.A.Z Carriers is committed to providing a professional, reliable service on every job. When we fall short, we want to know about it — quickly and clearly — so we can resolve the issue and learn from it.
How to raise a complaint
You can contact us in whichever way suits you best:
- Email: info@kazcarriers.com with "Complaint" in the subject line
- Phone: 07398 923 732
- WhatsApp: 07398 923 732
- Website: use the contact form on our homepage
To help us investigate, please include the date of the job, the collection or delivery addresses, the driver's name if you have it, and a short description of what went wrong.
What happens next
Every complaint we receive is:
- Logged in our internal complaints record
- Investigated fairly and proportionately by someone not directly involved in the original job
- Responded to in writing with our findings and any actions we are taking
Response times
- Acknowledgement: within 2 working days
- Full response: within 10 working days of acknowledgement
If a complaint is complex and needs longer, we will tell you why and give you a revised timeframe.
If you are still not satisfied
If you remain unhappy after our final written response, you may be able to escalate the matter to a relevant third party — for example a trading standards office, the Information Commissioner's Office for a data-related complaint, or a contractual dispute resolution route specified in your business contract with us. We will signpost the appropriate route in our final response.
Learning from complaints
Every complaint is reviewed by management to identify recurring themes and improvement actions. Complaints data is treated confidentially and is never used to penalise the customer who raised it.