Complaints Policy

1. Who can complain

Customers, providers, provider applicants, business-account users and other people directly affected by a Box and Van service or platform interaction can raise a complaint.

2. How to raise a complaint

Send the complaint to support@boxandvan.co.uk. Include the booking reference or account details where relevant and explain what happened, what outcome you are seeking and any supporting information that will help us understand the issue.

3. What happens next

Box and Van will log the issue, identify the relevant booking, provider, payment, account or support record, and route it to the appropriate operational area. We may ask follow-up questions or request evidence where that is necessary to investigate fairly.

We aim to communicate clearly and proportionately. The time needed depends on the nature of the complaint and whether information is required from another party.

4. Damage and loss complaints

If the complaint involves loss, damage or a missing item, the Claims & Damage Policy applies. Claims should be reported within the claims reporting window and may require photos, provider evidence, receipts or other supporting records.

5. Payment, cancellation and booking-change complaints

Questions about cancellation, deposits, rescheduling, refunds or payment status are reviewed against the booking terms, payment record and current booking policy. Box and Van will not promise a refund, waiver or other discretionary financial outcome before the applicable review and approval requirements are satisfied.

6. Provider complaints

Provider complaints are reviewed against the Provider Services Agreement, Code of Conduct, job evidence, compliance records and other applicable provider policies. A provider may be asked to provide statements, photos or documents relevant to the matter.

7. Escalation

If you believe a complaint has not been handled properly, reply to the existing complaint thread and ask for the matter to be reviewed or escalated. Formal legal notices should be sent to admin@boxandvan.co.uk.

8. Privacy

Complaint records may contain personal data and will be handled under the Box and Van Privacy Notice. Information is shared only where reasonably necessary to investigate, respond, comply with law or protect the rights of the parties involved.