UPS customer service

	Amy (@photographamy)
30/08/2013 17:44 @MikeWhiteheadSB @UPS_UK funnily enough haven't had a reply, or any answers to the 5 or so messages I've left.

Hi Amy

A few extracts from the UPS policy book for you to quote to UPS. The Policy Book seems to have been removed from the site. There is also a link to the UPS Code of Business Conduct

UPS Policy Book

Our Management
Our company is guided by a Board of Directors. On behalf of the shareowners, our Board is committed to act in the best interests of our employees, our customers, and the general public.

It is every person's responsibility to promote fairness in the workplace and develop mutual trust among all UPS people. We do this through strong leadership skills fostered by honest relationships, a recognition of the value a diverse workforce brings to our company, and a commitment to helping each person reach his or her fullest potential.

We manage our business in compliance with all the applicable laws and regulations of the countries in which we operate and in accordance with our company's high standards of business conduct. All employees are expected to comply with the Code of Business Conduct, which is essential to maintaining our reputation for honesty, quality, and integrity. Also, it is each employee's responsibility to report to the company any situation where our standards or the laws are being violated. Any employee disclosing, in good faith, violations or suspected violations of legal or UPS business standards will not be subjected to retaliation or
retribution. Likewise, failure to comply with the provisions of the UPS Code of Business Conduct will not be tolerated.

OUR VALUES
Our enduring beliefs
We believe that integrity and excellence are the core of all we do.

We Do What We Promise.
Our customers expect us to meet our commitments; they will not excuse us for doing less. Customers must always feel that they can rely upon our word. We should always be as flexible as possible in meeting our customers' needs but not make promises we cannot keep. It is better to tell customers that we cannot do something rather than to lead them to believe we will do it and then fail. The principle of never promising more than we can do applies to every phase of our business lives, as individuals
and as a company. If we fail to meet a commitment, we should admit it.

We Give Immediate Attention to Complaints.
Complaints present opportunities to correct problems. They often show us how we can improve our service. Customers should never be reluctant to bring a complaint to us. We investigate complaints promptly and from the viewpoint of our customers. We assume at the outset that the complaints or suggestions are justified and make this clear to our customers. If investigation shows that the person complaining was in error, we tactfully report our findings. It is important to correct errors quickly so as to remove the source of irritation. To the extent possible, we should avoid the question of who is at fault. We review actions taken on complaints at appropriate levels of our organization.

We Promptly Answer and Follow Up on All Inquiries.
Well-trained people answer all inquiries quickly and courteously. We regard each inquiry as an opportunity to enhance our reputation as an excellent service provider. We respond promptly to every inquiry, even if we are able to give only an interim report or reports, or able to say only that we are working on the inquiry. This makes it clear to our customers that the matter is receiving attention. Prompt action and concern strengthen our customers' confidence in us.

We Settle Claims Fairly and Promptly.
We investigate and settle claims for lost or damaged merchandise without delay. Most claims result from imperfections in our service. We accept blame when there is a doubt. Our greatest efforts should be directed toward avoiding the need for claims. Our customers much prefer to have their packages delivered than
to have the dollars resulting from claims.

What you can't read is the braille font which says that customers and employees are not covered by the Policy Book