If we’ve got something wrong.
We would rather hear it than not. This page sets out exactly who to contact, what happens next, and how to escalate if the answer doesn’t satisfy you.
How a complaint is handled.
Your account contact
Most issues are resolved here, usually the same day. Acknowledged within one working day and answered within five.
Operations manager
If the answer doesn’t resolve it, ask for escalation. A manager who was not involved reviews the file and responds within ten working days.
Director review
A final written response, setting out the conclusion, the reasoning and any remedy offered. This closes our internal process.
External options
Our final response will set out any external routes available to you, including your insurer, any relevant trade body and, where applicable, legal remedies.
What to include.
- Your consignment or storage reference
- Dates and names, as precisely as you can
- What you were told and by whom, if that’s part of it
- What outcome you’re looking for
That last one matters more than people expect. Knowing what would resolve it usually shortens the process considerably.
How to reach us
By phone on +44 7451 275596, by email to support@primexdelivery.com marked “Complaint”, or in writing to our registered office.
We record every one
Complaints are logged, categorised and reviewed quarterly by the management team. A pattern in the log is more useful to us than any individual apology.
Claims are separate
Loss or damage to goods runs through the claims process rather than this one, though the two can proceed alongside each other.