Complaints procedure
Last updated 9 October 2026 · Version 2026-10
If something has gone wrong, we want to know and put it right. This procedure applies to drivers, client companies and anyone whose personal data we hold. Raising a complaint will never affect the work you are offered or the service you receive.
1. How to complain
- Online: use our contact form and choose “I want to make a complaint”.
- Email: office@dropdash.co.uk with “Complaint” in the subject line.
- Phone: 07312 799449 — we’ll write the complaint down and send you a copy.
- Post: Complaints, DROP DASH UK LTD, 10 Cranford Gardens, Royston, Barnsley, England, S71 4SP.
Please tell us who you are, what happened, when, any job or invoice reference, and what you would like us to do. If you need help making a complaint, or an adjustment because of a disability, just ask.
2. What happens and when
| Step | Timescale |
|---|---|
| We acknowledge your complaint and tell you who is handling it | Within 5 working days |
| We investigate, looking at platform records, photos, messages and speaking to the people involved | Usually within 20 working days |
| We send you our written response, explaining what we found and what we will do | Within 20 working days of acknowledgement, or we tell you why we need longer and when to expect it |
| You can ask for a review by a director if you are not satisfied | Ask within 20 working days of our response; we reply within 20 working days |
3. Drivers
You can complain about anything to do with how we find or allocate work, pay, statements, deactivation or suspension, treatment at a client site, or how our team has treated you. For a disputed pay amount, please raise it first through the job in the app so we can check it quickly — if you’re unhappy with the result, use this procedure.
You can also contact the Fair Work Agency, which enforces the rules on employment agencies and employment businesses, including the ban on charging work-seekers fees.
4. Clients
Complaints about a driver’s conduct, service levels, invoices or the platform are handled under this procedure. For an end-of-day report, use the dispute option in the platform within 48 hours of submission. Invoice disputes should be raised within 7 days, as set out in our client terms.
5. Data protection complaints
If your complaint is about how we use your personal data, we will acknowledge it within 30 days at the latest — in practice within 5 working days — investigate it without undue delay and tell you the outcome, as required by the Data (Use and Access) Act 2025.
If you are not satisfied with our response, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or by calling 0303 123 1113. See also our privacy notice.
6. If you're still unhappy
After a director’s review, our response is final. You keep any legal rights you have, including bringing a claim through the courts or an employment tribunal where that applies. We keep records of complaints for 6 years and use them to improve our service.
This document is a working draft prepared for review by a qualified solicitor and may change before it is finalised. If anything here is unclear, please contact us.