Complaints Procedure & Service Guarantees

Every domestic and small-commercial booking automatically gets these three guarantees — no opt-in required. They are written to directly counter the three recurring 1-star pain themes found across 960 local competitor reviews: ghosting, late-windows, and under-equipped crews.

Complaints should be raised by email or WhatsApp within 14 days of the job date so that we can pull the crew records, photos, WTN, and any dashboard camera footage. All complaints are logged, numbered, and acknowledged within one working hour.

Stage 1: within 24 hours the foreman or account handler reviews the job file and speaks to the crew. Stage 2: within 48 hours the customer receives a written response with the finding and any proposed resolution. Stage 3: if unresolved, the case is escalated to a director for a final decision within a further 48 hours.

If the complaint cannot be resolved internally and we are operating under a trade body or deposit-backed membership (see insurance page) the customer will be told how to escalate to the relevant dispute resolution body.

For upheld complaints resolutions are proportional to the issue. They may include a partial or full refund, a complimentary re-collection, a discount on a future booking, or in serious cases a formal written apology from a director with corrective action taken internally.

We do not offer punitive damages, compensation for consequential loss outside of the direct service failure, or settlements without first investigating the job file and the supporting evidence.

Guarantees do not apply if the customer provided materially inaccurate access or waste information that prevented the job being completed as scoped, or if the booking was changed inside 4 hours of the slot with no time to re-plan. Genuine traffic, weather, or road closure events are texted to the customer immediately and the window is extended by the delay with no penalty applied. London being London, this happens about twice a month.