This page contains details of our customer care policies:
Please email us for more information, our friendly staff are waiting to assist you.
How we will treat your complaints:
If you are not completely happy with our service we would like to hear about it – that way we can do something to put it right.
At Chimera Logistics we do everything we can to make sure our clients get the best possible service. However, sometimes, things can go wrong. When that happens, we always encourage you to tell us so that we can correct the matter.
We want to:
• Make it easy for you to tell us about your complaint;
• Give your complaint the attention it deserves;
• Resolve your complaint without delay;
• Make sure you are satisfied with how your complaint was resolved.
This policy explains what to do if you have a complaint about the service you receive from Chimera Logistics. It also tells you how quickly we will deal with your complaint.
How and where to complain:
If you are not satisfied with any aspect of our service or product you can tell us about your concerns by emailing us here. We will need to know:
• Your name and a business address.
• Details of how we can contact you.
• A clear description of your complaint and whether any 3rd party is involved.
• Details of what you would like us to do to resolve your complaint.
• If appropriate, copies of any relevant supporting documentation.
How long will it take?
We will contact you within 3 working days to confirm we are considering your complaint and to clarify any information where necessary. We try to resolve all complaints within 14 working days. We will keep you regularly updated about what’s happening and discuss our findings. We will consider all the available evidence, the circumstances, relevant law and regulations. When we have investigated your complaint, we will write to you to let you know our final response. This letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than 14 working days to resolve your complaint we will update you on our progress and explain why the matter is still ongoing.
When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not directly identify you, but it can give you a more personalised web experience. Because we respect your right to privacy, you can choose to block some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. This site only uses the following cookies.
Strictly Necessary Cookies
These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.
These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you block these cookies, we will not know when you have visited our site.
For the purposes of data protection law, we are classified as a data controller in respect of personal data. We may collect and use personal data and this includes information relating to you or your representatives. We are responsible for ensuring that we use your personal data in compliance with current data protection law. If you have any questions about our data protection policy, how we process personal data or about your rights our Compliance team can be contacted by email by clicking here. This policy applies to any personal data we receive from you or which we create or obtain from other sources. It is important that you take the time to read this notice so that you understand how we may use your personal data and your rights in relation to your personal data.
Personal data that we may collect about you
We may collect and use the following personal data about you:
Information you give us
This is information about you (and your associates) that you give us by filling in forms or by corresponding with us by telephone, e-
Information we collect or generate about you
Our website uses Google Analytics to automatically gather certain statistical information such as the number and frequency of visitors and their IP addresses. This information is used as aggregated statistical information about users. This information helps us to measure how individuals use the website and our services, so that we can continually improve them.
We sometimes record telephone conversations to resolve complaints, improve our service and for training and quality assurance purposes.
We generate data for statistical analysis.
Information we receive from other sources
We may use information provided by credit reference agencies to verify your identity. This information may include details about other credit you have taken out, any credit arrangements you have met or failed to meet, and any court judgments made against you.
When verifying your identity we may access information recorded by fraud prevention agencies within and outside the UK. This may include information about any criminal convictions and any allegations regarding criminal activity that relate to you.
We may receive information from third parties including personal details.
We may access open source social media profiles posted on third party social media websites such as Linked In, Twitter or Facebook. Public databases – we may also obtain information from public databases. We use reputable sources and employ appropriate measures to assure the quality of information which we collect.
How we use your personal data
Your personal data may be used by us in the following ways:
You may discuss this at any time by contacting us by email here.
Sharing your personal data
We will take steps to ensure that your personal data is accessed only by personnel that have a need to do so for the purposes described in this policy. We may also share your personal data to the extent required by law, for example if we are under a duty to disclose your personal data in order to comply with any legal obligation.
Transfer of data outside the European Economic Area
The information you provide to us will be stored on our secure servers in the United Kingdom. We will not transfer any personal data to other countries within the European Economic Area (“EEA”), neither will your personal data be transferred to, stored in, or accessed from a destination outside the EEA.
How long we keep your personal data
How long we hold your personal data for will vary. The retention period will be determined by various criteria including:
You have a number of rights in relation to the personal data that we hold about you. These rights include:
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