Complaints Handling Process

We take complaints seriously and aim to resolve them quickly, fairly, and at the lowest level of escalation possible.

Important — we are not FCA regulated

DeliveryHub is software for UK fleet operators. We are not authorised or regulated by the Financial Conduct Authority, and we are not a payment service provider, an e-money institution, or an EMD agent. Complaints about payment processing should be directed to Stripe, who is the regulated payment processor for our subscription billing. As we are not FCA-authorised, the Financial Ombudsman Service is not available to you in respect of DeliveryHub.

How to make a complaint

Email contact@deliveryhubapp.com with the subject line “Complaint” and include:

• Your full name and contact details.
• Your workspace slug (the prefix of <slug>.deliveryhubapp.com), if applicable.
• A clear description of the complaint and what outcome you are looking for.
• Any supporting evidence — screenshots, dates, invoice numbers, email threads.

Our process

1. Acknowledgement — within 1 UK business day we confirm receipt and tell you who is handling the complaint.
2. Initial response — within 5 UK business days we respond substantively: either resolving the matter, asking targeted follow-up questions, or explaining the next step.
3. Escalation — if the complaint is not resolved after 10 UK business days, it is reviewed by the business owner directly. We will tell you in writing when this escalation begins.
4. Final response — we aim to send a final response within 8 weeks of the complaint date. The final response sets out our position, our decision, and (if applicable) the remediation we are offering.

Throughout the process we keep you informed in writing and respond to your questions in the same channel you raised the complaint in.

Escalation paths

Data-protection complaints

If your complaint is about how we have handled your personal information and you are not satisfied with our response, you have the right to complain to the UK Information Commissioner’s Office (ICO):

• ico.org.uk/make-a-complaint

You can complain to the ICO at any time without first complaining to us, but in most cases we appreciate the chance to put things right before the regulator is involved.

Commercial disputes

Unresolved commercial disputes are governed by our Terms of Service. The Services are governed by the laws of England and Wales, and any dispute is subject to the exclusive jurisdiction of the English courts.

Our commitment

We commit to handling complaints fairly, consistently, and promptly. We will keep you informed at each stage of the process, and we will use complaints as a source of learning to improve the Services.