Complaints & Disputes

Use this process for complaints about XDrive platform access, membership billing, account administration, platform conduct, data handling or the operation of XDrive features. A dispute about the underlying transport service remains primarily between the customer/broker and carrier/driver unless XDrive is itself a contracting party.

Email contact@xdrivelogistics.co.uk with your name, business, account email, relevant job/invoice reference, a clear description of the issue, key dates and the outcome you are seeking. Do not send passwords or unnecessary sensitive documents.

We aim to acknowledge a complaint promptly and assign it for review. Complex matters involving multiple users, security, fraud, data protection or third-party evidence may take longer. We may ask for additional information before reaching an outcome.

Mark urgent reports clearly. XDrive may preserve records, restrict access or take other proportionate protective action while an issue is investigated.

Billing complaints should identify the plan, billing date and charge. Where a duplicate, incorrect or unauthorised XDrive charge is confirmed, we will correct it and provide any refund legally or contractually due.

Where appropriate we may review platform records such as postings, quotes, award records, timestamps, messages, POD or account activity. XDrive does not automatically decide liability under a third-party transport contract merely because records are stored on the platform.

Privacy complaints can be raised with XDrive first. You also retain the right to complain to the UK Information Commissioner's Office where applicable; see our Privacy Policy for details.

Nothing in this complaints process removes any legal remedy or mandatory right available to you. If a dispute cannot be resolved informally, the governing-law and jurisdiction provisions in the applicable contract continue to apply.

XDrive Logistics Ltd, Company No. 13171804, registered office 101 Cornelian Street, Blackburn, BB1 9QL, United Kingdom, registered in England and Wales. Email: contact@xdrivelogistics.co.uk. Phone: 07377 694 228.