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All complaints should be made in writing, and
emailed or faxed to Letterbox Distribution.Com within
7 days of distribution completion. The main reason for this deadline is to avoid memory decay when carrying out backchecks.
Once a complaint is received, it is first cross referenced with the distribution map to ensure it has been highlighted as covered and is in the distribution area.
A backchecker is then sent, normally within 24 hours, to the road/street to see if there is a reason why the property has been overlooked, which would be then reported back to the client. If there is no logical reason why the property has been missed a bracketed backcheck will be conducted.
Bracket backchecks involve going either side of the complainants address to discover whether the non-delivery is limited to the complaint address only. If it is only the one address that has not received this will be reported back to the client that the rest of the road has been delivered correctly.
If negatives are received on the bracket backcheck then further checks will be made in the road/street to establish to what extent the failure has occurred, and this will be reported.
In all cases, and as per our Terms and Conditions, we will rectify the problem out of any surplus copies of the clients distribution material.
Many complaints have legitimate reasons, examples are – No letterbox, signage on door requesting no deliveries, multiple occupancy of address with communal letterbox, occupant asks us not to deliver, house under improvements, dangerous animal between us and the letterbox.
Surplus copies come from the non-delivery to these properties and vary in percentage on each distribution.
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