Deb/FA complaint late deliveries.

Since the implementation of the call centres I've found all 5 of my last orders to arrive way over an hour 1 was over 3 hours later at my home so I want to know what's your policy upon long late arrivals with a black dot on the box upon arrival do I pay or receive it free, yet I know my local branch fines there staff then that do delivery but it's not there fault it's the management at the shops fault for delay of deliverance, also isn't there meant to be a comp meal then given aswell so why is it certain owners don't abide by the franchising laws and regulations then, and not deem it fit to act upon the laws. God bless