Complaints Procedure

1. Introduction

X-Eagle (Xeagle Ltd) is committed to providing an excellent courier service. However, we understand that things can sometimes go wrong. When they do, we want to hear from you so we can put things right as quickly as possible.

This complaints procedure explains how to raise a complaint, what to expect from us, and how we will handle your concerns.

2. How to Make a Complaint

You can raise a complaint through any of the following channels:

When making a complaint, please provide:

• Your name and contact details
• Your booking reference number (if applicable)
• A clear description of the issue
• The date and time the issue occurred
• Any supporting evidence (photos, correspondence, etc.)
• What outcome you are seeking

3. Our Response Times

We take all complaints seriously and aim to resolve them as quickly as possible. Our target response times are:

If your complaint is complex and requires a longer investigation, we will keep you informed of progress and provide a realistic timeframe for resolution.

4. Investigation Process

Once a complaint is received, we will:

• Log the complaint with a unique reference number
• Assign a dedicated handler to your case
• Review all relevant records, tracking data, and communications
• Speak with drivers, dispatch staff, and any other relevant parties
• Contact you for any additional information required
• Determine the cause and identify the appropriate resolution

5. Escalation Process

If you are not satisfied with the initial response to your complaint, you may escalate it through the following stages:

• Stage 1 — Operations Team: Your complaint is handled by our operations team. Most issues are resolved at this stage.
• Stage 2 — Operations Manager: If you remain dissatisfied, your complaint will be escalated to an Operations Manager for further review. You will receive a response within 5 working days.
• Stage 3 — Director Review: If the matter is still unresolved, you may request a final review by a Director of Xeagle Ltd. A written response will be provided within 10 working days.

If after exhausting our internal complaints procedure you remain dissatisfied, you may seek independent advice or contact the relevant trading standards authority.

6. Compensation for Lost or Damaged Goods

X-Eagle takes the utmost care with every consignment. However, in the unlikely event that goods are lost or damaged during transit, the following policy applies:

• Standard cover: All shipments are covered up to £10,000 under our standard goods-in-transit insurance
• Enhanced cover: Customers may upgrade to £50,000 cover at the point of booking for a small additional charge
• Claim submission: Claims must be submitted in writing within 7 days of delivery (or expected delivery date for lost items)
• Evidence required: Photographic evidence of damage, proof of value (invoice or receipt), and a description of the goods and packaging
• Processing time: Claims are investigated and processed within 14 working days
• Exclusions: Compensation may not be payable for items that were inadequately packaged by the sender, undeclared high-value items, or losses arising from events beyond our reasonable control (force majeure)

Rewards or referral disputes

Rewards or referral disputes — email ops@xeagle.co.uk within 60 days of the disputed redemption or referral event. We will respond within 5 business days. See Cashback Terms and Referral Terms for full eligibility, caps and appeal rights.

7. Service Credits & Refunds

In addition to compensation for lost or damaged goods, we may offer the following where our service has fallen short of expectations:

• Partial or full refund of the delivery charge where we have failed to meet agreed timescales
• Credit towards future bookings as a gesture of goodwill
• Priority rebooking at no additional cost where a delivery has been missed or delayed

8. Learning from Complaints

We treat every complaint as an opportunity to improve our service. All complaints are:

• Recorded and analysed for recurring trends
• Discussed at management meetings to identify systemic issues
• Used to inform training, process improvements, and policy updates

We are committed to continuous improvement and welcome feedback from our customers.