Report an issue with a special uplift

Before reporting an issue with your special uplift, please make sure:

• If you have experienced a technical issue (for example, our system does not recognise your postcode), that you use the Report an issue button (found below), select Other and provide details of the issue. This information will help us investigate and resolve the issue.
• The item you are looking for is included in our special uplift service. If you cannot find an item when making a booking, it means we do not collect that item.
• The items presented for collection complied with our terms and conditions. Items that do not meet these requirements will not be collected and are not eligible for a refund. If this applies, you will receive an email explaining why your uplift could not be completed.
• You placed your items out for collection by 7am on the day of your appointment, at the nearest accessible collection point for our vehicle, this is usually the closest point to the road.
• You include all items for collection when making your booking.  We will only collect the items listed on your booking.
• You have checked your emails in case your uplift was automatically rescheduled because our crew were unable to complete the collection on the scheduled day.
• You have checked your emails in case your uplift was automatically rescheduled because our crew could only partially complete the collection and the remaining items are due to be collected on a later date.
• You have waited until the end of the scheduled collection period before reporting any items as missed.  Upholstered furniture items, electrical items and non-electrical items may be collected by different vehicles and crews, so collections may take place at different times or on different days.