Complaints procedure

How to complain: email complaints@drvx.co.uk with “Complaint” in the subject line. We acknowledge within 2 working days and send a full written response within 10 working days.

About this procedure

DRVX LTD (company no. 17519121) supplies agency HGV drivers through drvx.co.uk and arranges haulage through partner hauliers as DRVX Transport (drvxtransport.co.uk). We want to put things right quickly when they go wrong. This procedure explains how to complain and what will happen next.

Who can complain

Anyone affected by our service can use this procedure, including:

• agency drivers and people who have applied to work through us
• clients who hire drivers from us
• transport customers who book haulage with DRVX Transport
• partner hauliers and other suppliers
• members of the DRVX Associates referral programme
• anyone else affected by how we handle their personal data

How to complain

Email complaints@drvx.co.uk with “Complaint” in the subject line. Our Operations & Administration contact, Ethan Cole, logs every complaint. Partner hauliers may also use partners@drvxtransport.co.uk, and their complaint will be passed to complaints@drvx.co.uk and handled in the same way.

If you cannot email, you can write to DRVX LTD, Bartle House, 9 Oxford Court, Manchester, M2 3WQ.

Please tell us:

• your name and how to contact you
• what happened, when, and who was involved
• any booking, job, timesheet or invoice reference
• what you would like us to do to put it right

If your complaint is about Ethan Cole, email the director, Peter Colburn, at peter@drvx.co.uk instead.

What happens next

• We will acknowledge your complaint within 2 working days.
• We will look into it fairly. We may ask you for more information.
• We will send you a full written response within 10 working days of receiving it.
• If we need more time, we will tell you why and give you a new date before the 10 working days run out.

If you are not happy with our response

You can ask for your complaint to be reviewed by the director, Peter Colburn. Email peter@drvx.co.uk within 20 working days of our response and explain why you are not satisfied. Peter will review the complaint and reply in writing within 10 working days. His decision is our final response.

Outside organisations

You can contact an outside body at any time, but they will usually expect you to have tried our procedure first.

• Personal data: if you are unhappy with how we have handled your personal information, you can complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113. Our ICO registration number is ZC278321.
• Agency conduct: if you are an agency driver or work-seeker and think we have broken the rules for employment agencies and employment businesses (for example, unpaid hours, charging fees for finding work, or not giving you the right information), you can complain to the Fair Work Agency, which replaced the Employment Agency Standards (EAS) Inspectorate on 7 April 2026. Email contact@fairworkagency.gov.uk or call 0345 161 6000.
• Pay and working time: concerns about the National Minimum Wage or working time can be reported through the GOV.UK “Complain about pay and work rights” form.
• Employment disputes: Acas offers free advice and early conciliation (acas.org.uk).
• Road safety: concerns about the safety of a vehicle or driver standards can be reported to the Driver and Vehicle Standards Agency (DVSA).

How we use complaints

We keep a record of each complaint and what we did about it. The director reviews these records regularly so we can learn and improve. We will treat your complaint in confidence and only share it with people who need to know to resolve it. Making a complaint will not affect how we treat you.

Contact

• Complaints: complaints@drvx.co.uk
• Operations and general enquiries: admin@drvx.co.uk
• Director: peter@drvx.co.uk
• Transport partners: partners@drvxtransport.co.uk

DRVX LTD, company no. 17519121. Registered office: Bartle House, 9 Oxford Court, Manchester, M2 3WQ.