Complaints procedure
Draft for review
This page is a working draft for a UK same day courier. Every figure in it — notice
periods, payment terms, retention, cancellation charges — is a proposed default, not a
position anyone has settled. It must be reviewed and signed off by the operator's
solicitor before the site goes live. Set BRAND_LEGAL_REVIEWED_ON once that
has happened and this notice goes away on its own.
If something has gone wrong, tell us. We would rather hear it than not.
Step one — ring the dispatch desk
Most problems are solved fastest on the phone while the job is still running. Call , 7am – midnight, 7 days a week, and quote your job reference.
Step two — put it in writing
If it is not resolved, email hello@zipcouriers.uk with your job reference, what happened, and what you would like us to do. We acknowledge within 2 working days and give a full response within 10 working days.
Step three — escalation
If you are not satisfied with the response, ask for it to be reviewed by a director. That review is our final response.
If you are still not satisfied
Consumers may be able to refer the matter to an alternative dispute resolution scheme or to Trading Standards via the Citizens Advice consumer helpline. Business customers may pursue the matter under the conditions of carriage. Nothing here affects your statutory rights.
[For legal review: confirm whether the operator is a member of an ADR scheme and name it here if so. Under the ADR Regulations 2015 a trader who is not a member must still tell a consumer that it will not use ADR once a complaint cannot be settled. Note also that the EU Online Dispute Resolution platform closed in July 2025 — many UK templates still cite it, and it must not be referenced here.]
Last reviewed: not yet reviewed.