COMPLAINTS & FEEDBACK
A clear process for raising concerns, providing feedback and helping DVM Group review issues across commercial services, vehicle hire, mobility operations and digital services.
Procedure updated: September 2026
REPORT. REVIEW. RESPOND.
DVM aims to deal with complaints and concerns fairly, proportionately and using the information available. Clear details and supporting evidence can help us understand what happened and determine the appropriate next step.
Tell us about the issue
Relevant information considered
Additional details requested if needed
Outcome or next step communicated
01. PURPOSE OF THIS PROCEDURE
DVM Group welcomes constructive feedback and takes complaints seriously.
This procedure provides a general route for customers, clients, drivers, applicants, operational partners and website users to raise concerns relating to DVM services or activities.
The exact way a matter is handled may depend on the service involved, contractual arrangements, the nature of the issue and any legal or regulatory requirements that apply.
02. WHAT CAN BE REPORTED?
Complaints or feedback may relate to different areas of DVM Group.
Warehouse, logistics, installations, relocations, storage or project delivery.
Booking, collection, vehicle condition, charges, deposits or rental experience.
Driver applications, onboarding, operational activity or mobility support.
Personal information, application documents, privacy rights or data handling concerns.
Website functionality, accounts, online systems or digital security concerns.
03. HOW TO SUBMIT A COMPLAINT
The easiest way to raise a formal complaint is by email so that DVM has a written record of the issue and the information supplied.
Include “Complaint” in the subject line together with the relevant service or reference number where available.
You may also contact DVM on 01277 402443, although written information may still be requested where required to investigate the matter properly.
04. INFORMATION TO INCLUDE
Providing clear information can help DVM review the matter more efficiently.
Name and appropriate contact information.
The DVM service or operation concerned.
When and where the issue occurred where relevant.
Booking, invoice, project or application reference where available.
A clear description of the concern or complaint.
Relevant photographs, messages or documents where appropriate.
Details of any earlier attempt to resolve the issue.
Tell us what resolution you believe would address the matter.
05. HOW WE REVIEW COMPLAINTS
The level of review will depend on the nature and complexity of the complaint.
Complaint received and directed to the appropriate area of DVM.
Initial information reviewed to understand the issue and required action.
Relevant records, personnel or additional evidence considered where necessary.
Available information reviewed and an appropriate outcome determined.
Outcome, explanation or next step communicated.
06. RESPONSE TIMES
DVM aims to acknowledge and review complaints within a reasonable period.
Some matters can be resolved quickly, while others may require additional information, internal review, contact with an operational partner or investigation of records before a meaningful response can be provided.
Where further investigation is required, DVM may provide an update or request additional information before reaching a final outcome.
07. VAN HIRE COMPLAINTS
Complaints connected with vehicle hire should include the booking or rental reference and, where relevant, information about the vehicle, collection or return.
Reservation or payment concerns.
Condition at collection or return.
Questions relating to applicable deductions or charges.
Service or operational concerns during rental.
08. COMMERCIAL SERVICE COMPLAINTS
For warehouse, logistics, storage, installation or relocation projects, please include the relevant quotation, Order, invoice or project reference where available.
DVM may review the agreed scope, project communications, site information, completion records and any relevant supporting documentation when considering the complaint.
09. MOBILITY & DRIVER CONCERNS
Driver applicants and participants in DVM Mobility Operations may raise concerns relating to applications, onboarding, documents, operational communication, vehicle arrangements or safety.
Where the matter involves an immediate operational safety concern, it should also be raised promptly through the applicable operational or supervisory channel rather than waiting for the general complaints process.
10. PRIVACY & PERSONAL DATA COMPLAINTS
Concerns relating to personal information, driver documents, privacy rights or data handling should be clearly identified as a privacy or data protection matter.
DVM will consider the concern under its applicable privacy and data-protection responsibilities.
Individuals may also have the right to complain to the Information Commissioner's Office regarding the handling of personal data.
11. WEBSITE & CYBER SECURITY CONCERNS
Website errors, account issues and general digital concerns can be reported through the DVM contact address.
A suspected cyber security vulnerability should be described responsibly and should not be intentionally exploited, used to access unrelated information or publicly disclosed in a way that creates additional risk.
Further information about the DVM digital security framework is available separately.
12. SAFETY-CRITICAL OR URGENT MATTERS
The standard complaints process is not intended to replace emergency procedures or immediate operational safety escalation.
Where there is an immediate threat to life, serious injury, fire or another emergency, follow the relevant emergency procedure and contact the appropriate emergency service where necessary.
Operational incidents and near misses should also be reported through the applicable DVM safety process where required.
13. FAIR & RESPECTFUL COMMUNICATION
DVM aims to communicate professionally with people raising legitimate complaints and expects communication with its personnel to remain lawful and reasonably respectful.
Raising a genuine complaint, safety concern or privacy concern will not by itself be treated as misconduct.
However, DVM may take reasonable steps to protect personnel and systems from threatening, abusive, unlawful, fraudulent or persistently disruptive conduct.
14. REVIEW OR ESCALATION
If you believe an important part of your complaint has not been considered, you may reply to the response and explain clearly what information or issue you believe remains outstanding.
DVM may arrange an additional internal review where appropriate to the circumstances.
This procedure does not prevent a person from using any external complaint, regulatory, contractual or legal route available to them under applicable law.
15. FEEDBACK & SERVICE IMPROVEMENT
Not every message needs to be a formal complaint. DVM also welcomes constructive feedback about services, operations, website functionality and areas where the customer or driver experience could be improved.
Feedback about commercial or rental services.
Suggestions relating to operational processes.
Usability or digital-service feedback.
Observations that may improve safe working.
16. PERSONAL INFORMATION IN COMPLAINTS
DVM may need to process personal information in order to investigate, communicate about and retain an appropriate record of a complaint.
Only information reasonably relevant to the matter should be supplied. Avoid sending unnecessary identity documents, financial information or other sensitive material unless DVM specifically requires it for the complaint.
17. RECORDS & LEARNING
DVM may retain appropriate complaint records for legitimate administrative, contractual, legal, compliance or service-improvement purposes.
Where a complaint identifies a recurring problem or control weakness, DVM may use the findings to review procedures, training, documentation, systems or operational arrangements.
TELL US ABOUT YOUR CONCERN
Include the service concerned and as much relevant information as reasonably possible so that DVM can understand and review the matter.