Complaints & Support Policy

VEUBI360 LTD is committed to resolving complaints fairly, promptly, and professionally. This policy explains how to raise a complaint and what you can expect from us.

1. How to Raise a Complaint

To submit a complaint, contact us at support@veubi360.co.uk with the subject line "Complaint". You can also use the in-app support feature for registered users.

2. What to Include

To help us resolve your complaint quickly, please include:

• Your full name and registered email or phone number
• Your booking or job reference number
• A clear description of what happened and when
• What outcome you are seeking
• Any supporting evidence (photos, screenshots, timestamps)

3. Our Response Times

• Acknowledgement: within 2 business days of receipt
• Initial response or resolution: within 5 business days
• Complex complaints: up to 15 business days; we will keep you informed of progress

4. Escalation

If you are not satisfied with our initial response, you may request escalation to a senior team member by replying to the original support email with "Escalation Request" in the subject line. We will reassign and review your case.

5. Refund & Compensation Requests

Complaints relating to failed, late, or damaged deliveries may be eligible for a refund or goodwill gesture. Please refer to our Cancellation & Refund Policy for eligibility criteria.

6. Driver Complaints

Drivers who have a complaint about platform operation, job disputes, payout issues, or account actions should contact us at support@veubi360.co.uk with "Driver Complaint" in the subject line.

7. Regulatory Complaints

If you believe we have breached your data protection rights, you may contact the Information Commissioner's Office (ICO) at ico.org.uk.