1. Contact us first
Email info@solotransport.co.uk or contact +44 7759 880 580. Quote the booking number whenever possible. Written complaints are preferred for complex matters because they create a clear record of what is disputed and what outcome is requested.
2. Information to include
- Booking/tracking number
- Name and contact details of the complainant
- Collection and delivery date
- A clear description of what happened
- What outcome or remedy is requested
- Photographs of goods and packaging where loss/damage is alleged
- Purchase invoices, repair estimates or other evidence of value where relevant
- Copies of relevant messages or documents not already held by SOLO
3. Loss or damage claims
Report visible damage as soon as reasonably possible and preserve the goods and packaging for inspection. If an item appears missing, provide the shipment description, quantity and identifying details. Delayed reporting can make investigation more difficult, but this policy does not shorten any mandatory legal right or limitation period by inventing a hidden website deadline.
4. Service complaints
Complaints can cover collection/delivery handling, communication, delays, driver conduct, booking information, charges, invoices, account administration or other service issues. SOLO will consider the booking record, status history, route/time information and communications relevant to the complaint.
5. Our response process
SOLO aims to acknowledge a substantive written complaint within 2 working days and aims to provide a substantive response within 10 working days where the matter is straightforward. Complex claims involving third parties, insurers or additional evidence may take longer; if so, the customer should be updated. These are service targets, not a reduction of statutory rights.
6. Outcomes
- Explanation or correction of records
- Re-performance or practical remedial action where appropriate and possible
- Price adjustment or refund where required by the contract or law
- Payment/charge correction
- Referral to an insurer or claims handler where applicable
- Rejection of a claim with reasons where the evidence or legal/contractual basis does not support it
7. Consumer rights and escalation
Consumer services must be carried out with reasonable care and skill. Nothing in this complaints policy removes statutory remedies. If a consumer remains dissatisfied, they may seek independent advice from Citizens Advice or a legal adviser and may use an appropriate court or dispute-resolution route available to them. SOLO will not claim membership of an ombudsman or ADR scheme unless such membership is actually in place.
8. Privacy complaints
Concerns specifically about personal-data use can be raised with SOLO under the Privacy Policy. Individuals also have the right to complain to the Information Commissioner’s Office.
9. Fraudulent claims
SOLO may reject claims supported by false or misleading information and may preserve or disclose evidence where reasonably necessary for fraud prevention, legal claims or lawful authority requests.