Complaints Procedure

SD Transportation Services Ltd

SD Transportation Services Ltd is committed to providing a high standard of service. If you are dissatisfied with any part of our service, we encourage you to contact us so that we can investigate and resolve the matter as quickly as possible.

1. How to Make a Complaint

Complaints should be submitted in writing by email or via our website contact form so that we can keep a clear and accurate record.

Please include:

  • Your full name

  • The date of the service

  • The address or job reference (if applicable)

  • A clear description of the issue

  • Any relevant photographs or supporting documents

2. Acknowledgement

We will acknowledge receipt of your complaint within 2 working days.

3. Investigation

Your complaint will be reviewed by SD Transportation Services management. We may contact you for further information if required in order to fully investigate the matter.

We aim to provide a full written response within 7 working days.

4. Our Response

Our response will explain:

  • The outcome of our investigation

  • Whether your complaint is upheld

  • Any proposed resolution, where appropriate

Where applicable, this may include a refund, partial refund, re-performance of the service, or another suitable remedy in line with the Consumer Rights Act 2015.

5. If You Remain Unhappy

If you are not satisfied with our final response, you may have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider.

Details of an appropriate ADR provider will be supplied on request. We are not obliged to use ADR but will consider it where appropriate.

You also retain the right to pursue the matter through the courts.

6. Time Limits

Complaints should be submitted as soon as reasonably possible and no later than 14 days after the service was completed, unless there are exceptional circumstances.

7. Data Protection

All complaints are handled in accordance with UK GDPR and the Data Protection Act 2018. Your information will only be used for the purpose of investigating and resolving your complaint.