Collection and delivery problems are rare however we do recognise that these can occur and we do have processes in place to deal with complaints regarding the service that was received. 

All complaints will be dealt with in line with our Customer Conduct Policy that was agreed to at booking. Any aggressive or threatening behaviour towards our team will not be tolerated and if this were to happen, the actions set out in the above policy will be followed. 

How and where to complain

All complaints must be made in writing either via email to [email protected] or via post to My Baggage, 85 Sydenham Road, Belfast, BT3 9DJ. 

Complaints cannot be made over the telephone or in person. 

Do not send any complaints to the courier, these will not be considered as you booked through My Baggage.

Any complaint must be made by the account holder, this cannot be made by someone on behalf of the account holder (friends, family members etc). 

Complaints can only be made at the conclusion of the service, in most cases this will be after delivery. Whilst our team will be happy to help deal with any live issues and have then rectified within their control; complaints about the service as a whole cannot be dealt with until the service is complete. This is so that all potential issues related to the service can be reviewed in one complaint. 

Complaints should include factual details about where you feel that the service went wrong. We understand that stressful experiences can heighten emotions however we cannot compensate or claim for stressful experiences.

How we investigate complaints

Complaints are dealt with on a case by case basis by a senior member of our team.

We will always investigate all aspects of the complaint and this will normally include launching investigations with the courier to verify aspects of the complaint as well as bringing any specific issues to the attention of the courier. 

In some instances where more details may be required or there is conflicting information, we may reach out to you to gain additional details. 

How long will it take?

Each complaint is in it's own right unique and completion times will vary depending on the nature of the complaint and the complexity of it's content. We cannot give a specific timeframe for each complaint however our team will always deal with complaints as quickly as possible. 

What are the potential outcomes of a complaint?

Each complaint is unique and the outcome can vary.

Complaints may result in financial compensation such as a partial refund, account credit or discount codes to an amount to be determined when the complaint is being finalised. 

Financial compensation is never guaranteed. 

Complaints may also be rejected depending on the investigations conducted.

If the nature of the complaint is found to potentially be due to no fault of My Baggage or it's couriers, your complaint will be rejected. 

If we find that the complaint contains potentially misleading/incorrect facts or facts are deliberately omitted to present a distorted version of events, your complaint will be rejected. 

What if I am unhappy with the outcome?

We hope that this is not the case as any complaint handler will also try to be fair in their conclusion when reviewing a complaint. However, if you are unhappy with the outcome of a complaint, please let the member of our team know this and why you are unhappy with the outcome. 

When this is noted, we will be happy to reassess the complaint again and if there is any changes these will be offered to you and offered as a final offer. 

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This policy does not apply initially to Claims for Damage or Loss, the appropriate procedures must be followed with our customer service team in order to trace your items or, if unsuccessful, complete a claim for damage or loss. A complaint can be considered as part of the conclusion of the claims process