Standards & liability
The unexciting page that matters most when something goes wrong. What cover applies, where liability sits, how we handle goods, and exactly how a complaint runs.
- GIT£25,000 per consignment
- LIABILITYPublic liability £2 million
- HANDLINGTwo-touch method
- COMPLAINTSAck 2 days · resolve 14
01
Insurance & cover
Two policies stand behind every job. Goods-in-transit insurance of £25,000 per consignment covers the goods themselves while they are in our care, and public liability insurance of £2 million covers injury or damage to people and property. Both positions are restated in writing on every quote, so the cover behind your job is never a matter of memory.
If your consignment is worth more than £25,000, say so when you enquire — additional cover can usually be arranged, but only before the goods move, never after.
Two things insurance never replaces: honest declaration and sensible packaging. Cover is assessed against what you told us the goods were and how they were presented for transport. Declare accurately and pack for the journey, and the paper protection behind the job stays real.
02
Liability, plainly
We are responsible for your goods from the moment our driver accepts them at collection to the moment they are signed for at delivery. Within that window, loss or damage caused by our handling or driving is our problem to put right — documented at the time, acknowledged in writing, and settled under the cover position stated on your quote.
We are not liable for what we could not control or was not disclosed: goods damaged because packaging concealed their fragility, contents misdeclared, delays caused by force majeure on the road network, or a consignment refused at delivery for commercial reasons between you and your customer. The full allocation of liability appears in our terms, which take precedence over this summary.
What we never do is use small print as a performance strategy. The terms exist to allocate genuine risks fairly — not to convert our operational failure into your problem.
03
Handling standards
Every consignment travels under the same method, described in detail on fleet & operations: checked against the brief at collection, loaded with weight low and secured to rated points, padded where goods meet structure, and handled exactly twice — on and off. Fragile and high-value work adds condition photography and named-contact handover on request.
Drivers follow site rules on commercial premises and domestic courtesy in homes. Where specialist equipment is needed, it is agreed in the brief rather than improvised at the kerb.
04
Complaints procedure
If we have let you down, this is the route — and it is the same route whether you are an account customer or booked one small job:
- Tell us, with the reference. Email the office quoting the MNA reference of the job. Describe what went wrong and what outcome you are looking for.
- Acknowledgement. You receive written acknowledgement naming the person handling your complaint. That person owns it until it is resolved.
- Investigation. We review the job record — brief, timings, driver notes, PODs, photographs — and come back to you with findings, not a form letter. If we were at fault, we say so in plain words.
- Resolution. Where we are at fault, we put it right: re-delivery, repair, or settlement under the applicable cover. Where we were not, we explain why, with the evidence.
- Record. The complaint and its outcome are kept on file under the job reference, and anything it teaches us changes the process that let it happen.
Two commitments bound the process: your complaint is acknowledged within 2 working days, and we aim to resolve it within 14 working days. Where an insurer or third party makes 14 days impossible, we tell you before day 14 — with the reason and the new date, not after the deadline has quietly passed.
05
What we commit to
- A fixed written price before any job is booked — no after-the-fact surprises
- An honest “no” when a deadline or job is beyond us
- The cover position stated in writing on every quote
- Problems reported to you before you have reason to chase
- A named person accountable for any complaint, start to finish
- Unconfirmed details marked as unconfirmed — on this site and in our answers