Driver refusal reasons

If a driver leaves without collecting your pallet, it is almost always for safety or compliance reasons. We understand this can be frustrating, but these checks are essential to protect your goods, the driver, and the wider network.

Before rebooking, please check the following:

1. Was your pallet the right size?

Drivers cannot collect pallets that exceed the size or weight limits shown in our pallet size guide. Oversized goods increase the risk of damage and may be refused.

• If your goods are too large for the size you booked, we may need to rebook the collection and apply charges for additional pallet spaces.
• Goods larger than a full oversized pallet cannot travel through the network and would need to be moved by a specialist carrier.

2. Did your pallet contain restricted or personal items?

Personal belongings and other restricted goods cannot be sent through our network. These items are excluded under our Terms and Conditions because they cannot be properly insured against damage or loss.

• Restricted items include personal effects, cash, jewellery, works of art, fragile antiques, and prohibited goods like narcotics or weapons.
• If your pallet contains any of these items, the driver is expected to refuse the collection.

3. Was someone available onsite?

Drivers cannot guess which pallet to take. If no one is there to confirm the correct goods, or if the pallet is not clearly labelled and accessible, the driver will not risk taking the wrong items.

• If the pallet is left unattended, it must be clearly labelled and placed in an agreed, accessible location. Responsibility for the correct pallet always rests with the collection point. If the wrong pallet is given to the driver, this is your responsibility as you allowed the incorrect goods to leave your site.

4. Was the pallet safe to move?

Safety is critical. Pallets must be stable, secure, and ready to load. If goods are loose, poorly packed, or stacked dangerously, the driver will refuse the collection to protect your shipment and the network.

• Secure your items with shrink wrap or straps to prevent movement.
• Place goods evenly on the pallet with no overhang.
• Make sure the pallet is strong enough to support the full weight.

What Happens Next?

If your collection was refused, contact our team via Live Chat. We’ll explain why it happened and help you resolve the issue.

If the refusal was preventable, the depot will apply a wasted journey fee to cover the cost of the failed collection. This charge will need to be paid before we can arrange a new collection.

Once resolved, we will help rebook your collection for the next available working day.

Protecting Your Goods and the Network

Your pallet travels through multiple depots and vehicles, and must meet strict safety and legal standards. Every collection is checked to protect your goods and everyone handling them. Following these guidelines helps avoid delays and ensures your delivery stays on track.