Complaints Policy

1. How to complain

Email complaints@takeawaydriver.co.uk. Include your name, contact details, relevant driver or takeaway, dates, what happened, supporting evidence and the outcome you seek. You may also write to Calderdale Business Park, Main Reception, Club Lane, Halifax, HX2 8DB.

2. Immediate danger or crime

Contact the emergency services for immediate danger. Report suspected crime to the police. Do not wait for our complaints process where urgent action is required.

3. Our service standards

We aim to acknowledge complaints within two working days and provide a substantive response within ten working days. Complex cases may take longer; if so, we will explain the reason and provide an update.

4. Investigation

We may review platform records, correspondence, verification information and evidence supplied by the parties. We may ask questions or provide relevant allegations to another party so they can respond. We will limit disclosure where possible and cannot promise anonymity.

5. Possible outcomes

Depending on the evidence and our role, we may explain our position, correct records, apologise, improve a process, issue guidance or warnings, restrict or remove access, refer a matter to an authority, or decide that a direct contractual dispute must be resolved between the parties.

6. Review

If you remain dissatisfied, reply within 14 days explaining what you believe was overlooked. A person not responsible for the original response will review it where reasonably possible.

7. External rights

This policy does not prevent you from seeking legal advice, using a court or tribunal, reporting a regulatory concern, or complaining to the Information Commissioner's Office about personal data.

8. Records and conduct

We keep proportionate complaint records for accountability and legal purposes. We expect respectful communication and may restrict abusive, threatening or persistently repetitive contact while still considering any genuine safety or legal issue.