Effective Date: 26 March 2026 Company: The Carrier Hub Ltd Contact: [email protected]
1. Our Role as a Neutral Marketplace
The Carrier Hub Ltd operates as a neutral technology marketplace that facilitates introductions between Shippers and Carriers. We are not a party to any Delivery Agreement, transport contract, or commercial arrangement entered into between Users.
This means we do not adjudicate, mediate, or arbitrate disputes between Shippers and Carriers. Any dispute arising from a Delivery Agreement -- including disputes regarding job performance, damage, delay, non-delivery, or payment -- is a matter solely between the contracting parties.
2. Disputes Between Shippers and Carriers
If you have a dispute with another User on the Platform, we encourage you to:
| Step | Action |
|---|---|
| 1. Direct communication | Contact the other party via the Platform's built-in messaging system to seek an informal resolution. |
| 2. Independent ADR | If direct communication fails, refer the matter to an independent ADR provider. Appropriate services for freight and logistics disputes include: IDRS Ltd (idrs.london) for commercial freight disputes; CIArb (ciarb.org) for higher-value commercial arbitration; RHA Dispute Resolution Service (rha.uk.net) for road haulage disputes between RHA members. |
| 3. Small Claims Court | For claims up to £10,000 (England & Wales), either party may use the Small Claims Court via Money Claims Online at moneyclaim.gov.uk. |
| 4. Legal proceedings | Either party may pursue their legal remedies through the courts of England and Wales. |
We will not intervene in, adjudicate, or be bound by the outcome of any dispute between Users. We expressly disclaim any responsibility for the outcome of such disputes.
3. Complaints About the Platform
If you have a complaint about the Platform itself -- for example, a technical issue, an incorrect platform fee, an account access problem, or a data privacy concern -- you may contact us at:
| Channel | Details |
|---|---|
| [email protected] | |
| Post | The Carrier Hub Ltd, 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE |
Please include your full name, account email address, a description of the issue, the date(s) it occurred, and any relevant reference numbers.
We will acknowledge your complaint within 2 business days and aim to provide a substantive response within 10 business days. For complex matters (e.g. involving third-party payment processors), we may require up to 28 calendar days and will notify you if this applies.
4. What We Can and Cannot Do
| We can | We cannot |
|---|---|
| Investigate complaints about the Platform's own services and fees | Adjudicate or decide the outcome of disputes between Shippers and Carriers |
| Suspend or remove Users who breach our Terms of Service | Compel a Carrier to pay compensation or a Shipper to release payment |
| Refer compliance concerns to the relevant authority (e.g. DVSA, ICO) | Act as a mediator, arbitrator, or ADR provider |
| Correct errors in platform-generated invoices or records | Guarantee any particular outcome in a commercial dispute |
5. Data Protection Complaints
If your complaint relates to how we have handled your personal data, you have the right to lodge a complaint directly with the Information Commissioner's Office (ICO):
Website: www.ico.org.uk | Telephone: 0303 123 1113 Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
We encourage you to contact us first so we have the opportunity to address your concern before you escalate to the ICO.
6. Governing Law
This policy and any dispute arising from it are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.
7. Policy Review
This policy is reviewed annually and updated as necessary to reflect changes in law, regulation, or our business practices. The current version is always available at /legal/complaints.
For general enquiries, please contact us at [email protected].
Legal Disclaimer: This document is provided for informational purposes. The Carrier Hub Ltd recommends that you seek independent legal advice if you have questions about your rights and obligations.