1. Raise the issue promptly
Use the contact details shown on the home page or reply to the correspondence for the relevant job. Clearly state that the message is a complaint so it can be identified and reviewed.
Where there is an urgent delivery, safety or property issue, contact the company as soon as reasonably possible rather than waiting to complete a written complaint.
2. Information that helps
- your name and preferred contact details;
- the quotation, job or invoice reference where available;
- collection and delivery dates and locations;
- a clear explanation of what happened and when;
- relevant photographs or documents;
- the outcome you would like the company to consider.
Do not send original identity documents or unnecessary sensitive information.
3. Review process
The company should acknowledge the concern within a reasonable time, gather available records, ask for any information needed, and provide a considered response. Complex matters, insurer involvement or third-party evidence may take longer.
Keep goods, packaging, photographs and other relevant evidence where loss or damage is alleged, unless doing so would be unsafe or unlawful.
4. Possible outcomes
Depending on the facts and applicable terms, a response may include an explanation, correction of records, practical remedial steps, a revised charge, refund or other appropriate proposal. Making a complaint does not guarantee a particular outcome.
5. Other rights
This process does not remove any statutory consumer rights, right to contact an insurer, right to obtain independent advice or right to use an applicable court or alternative dispute process.
For data-protection complaints, see the Privacy Notice. Last reviewed: 19 June 2026.