Quality Control Policy

Speed Couriers Nationwide Ltd · Company number 06699062

Our commitment

At Speed Couriers Nationwide Ltd, we believe that quality is about more than moving a consignment from one place to another. It is about responding promptly, understanding what the customer needs, arranging a suitable solution, communicating clearly and taking responsibility for the service from enquiry through to delivery. Our approach is built around three principles: RESPOND. REACT. RESOLVE.

Our quality objectives

We aim to maintain a dependable, professional and customer-focused service through the following practices.

1. Understanding customer requirements

We seek to establish the essential details of each booking, including collection and delivery locations, timing, consignment dimensions and weight, handling requirements and any special instructions.

2. Selecting suitable transport providers

We arrange deliveries through a network of independent courier and transport providers. We aim to select providers with vehicles and capabilities appropriate to the work required.

3. Clear booking instructions

We communicate relevant collection, delivery and consignment information to the appointed transport provider, with the aim of reducing misunderstandings and avoidable delays.

4. Monitoring and communication

We coordinate bookings and seek progress information as appropriate to the service. We aim to keep customers informed of significant developments, particularly where collection or delivery arrangements may be affected.

5. Proof of delivery

We seek confirmation of completed deliveries and provide proof-of-delivery information to customers where available and appropriate.

6. Handling problems and complaints

When service difficulties arise, we aim to investigate promptly, establish the relevant facts, communicate honestly and take reasonable steps towards resolution. Where a problem involves an independent transport provider, we will raise the matter with that provider and consider whether further corrective action is necessary.

7. Continual improvement

We recognise that mistakes and unexpected events can occur in transport operations. We aim to learn from service failures, customer feedback and operational experience, and to improve our procedures and working relationships where practical.

Responsibility

Management is responsible for overseeing service quality, responding to significant complaints and reviewing working practices. Independent transport providers remain responsible for carrying out their transport operations safely and in accordance with applicable legal requirements and agreed instructions.

Review

This policy will be reviewed periodically and updated where changes to our operations, customer requirements or working practices make this necessary.