At HRS Rail LTD, we are dedicated to ensuring a seamless online experience for our users. In the event that you encounter any issues with our website, please follow the steps outlined below:

1. Submit Your Complaint:
– If you experience any problems with our website, please submit your complaint by using our Contact Us form. 
– Clearly describe the issue you’re facing, including any relevant details such as error messages, the page URL, and the steps you took before encountering the problem.

2. Investigation and Resolution:
– Our team will acknowledge your complaint within 3-5 working days and initiate an investigation into the matter.
– We will make every effort to resolve the issue promptly and communicate the progress and resolution steps to you.

3. Formal Written Complaint:
– If you are dissatisfied with the resolution provided, you may choose to submit a formal written complaint.
– Address your complaint to:
HRS Rail LTD, Panorama House, Dengemarsh Road, Lydd, Kent, TN29 9JH
– Clearly outline the details of your complaint, including previous interactions, your contact information, and any supporting documentation.
– The Complaints Department will acknowledge your formal complaint within 3-5 working days and provide a timeline for a thorough investigation.

4. Independent Review:
– Should the resolution remain unsatisfactory, you have the option to seek an independent review by contacting a relevant regulatory body or ombudsman service.

5. Feedback and Continuous Improvement:
– We value your feedback, and regardless of the resolution, appreciate your input to help us enhance our services. Your suggestions are crucial in identifying areas for improvement, and we are committed to continuously refining our website for a better user experience.

Please be assured that all complaints will be handled confidentially and in compliance with applicable data protection regulations. Thank you for your understanding and cooperation as we work towards resolving any issues you may encounter on our website.