March 2024
March 2024
INTRODUCTION
This charter provides all the information you need to know if you wish to make a complaint, and how
the team at DHL Express UK will respond to you.
Our Aim
Is to deliver excellent standards of service to our customers but we know that sometimes things can
go wrong or that you may not be satisfied with the services we offer.
When our services don’t live up to expectation or if you have suggestions or comments on how we
can improve our services, we want to know about it so we can put things right.
You can contact our Customer Service team who are available to help you Monday to Friday 7.30am
to 8pm and 8am to 2pm on Saturdays.
You can call them on 0844 248 0844, or contact them via webchat, WhatsApp, email or social media
and you can use our online contact forms at dhl.co.uk/contact.
Our Promise
Our team is available to support you and we promise that we will:
• Listen and be professional, polite, and helpful
• Respond to your questions promptly and efficiently
• Apologise when we get things wrong and where possible tell you when we will put it right
• Keep you updated if we're unable to resolve your problem immediately
• Keep our "Excellence-Simply Delivered" promise at the heart of all we do
HOW TO MAKE A COMPLAINT
We want to make it as easy as possible to make a complaint about our services. You can contact
the Customer Care Team in any of the following ways:
If your complaint is about a DHL Express UK driver, please email Driver.Respect@dhl.com
March 2024
When you contact our Customer Care team, we’ll do our best to resolve your complaint on the call,
but sometimes we’ll need to investigate things in more detail and reaching a resolution may take
longer.
When you contact us
Please have this information to hand, this will help us to handle your complaint as quickly and
efficiently as possible.
Shipment tracking or waybill number – this will help us find your details
Shipment date - when the parcel was sent
Sender and receiver’s details – names and addresses, including postcodes
Description of your complaint - what’s happened, the current status and what you would
like us to do
Your contact details – name, phone number and email address
RESOLVING YOUR COMPLAINT
We investigate every complaint and actively work to resolve things to your satisfaction. We’ll contact
you with an update and where we can a proposed resolution. This could be on the initial call, if we
can sort things out there and then, or if we can’t, we’ll aim to give you a timeframe and keep you
updated.
We aim to resolve a complaint within 5 days or, for more complex complaints, within 28 days.
We will make every effort to contact you by your preferred method first, but if we’re unable to reach
you we will use alternative methods to contact you.
• We will listen to you, be polite and professional
• We will take ownership of what went wrong
• We will explain, where possible, what went wrong
• We will aim to resolve your complaint according to your desired outcome where possible, and
where we are unable to do this, we will clearly explain our reason why
• If, after review by the Customer Care Team, you are not satisfied, the team will escalate your
complaint to Senior Management whose decision will be DHL Express UK’s final response
