Accessibility Statement — Our Commitment to Inclusive Access
This accessibility statement explains how Giant Van makes our website, booking system, and removal services accessible to everyone — including customers with disabilities. We remove barriers across every touchpoint, from the first search to the final box placed.
This statement covers giantvan.com and sets out where we stand against WCAG 2.1 Level AA — the benchmark for WCAG 2.1 AA compliance. We are partially conformant today, and the Known Limitations table below lists every problem our latest scan found. This statement also explains how we fulfil our obligations under the Equality Act 2010. And it sets out the practical steps we take to ensure our physical removal service is inclusive and respectful.
Last reviewed WCAG 2.1 Level AA — partially conformantgiantvan.com and all booking systems
Website Accessibility — Our WCAG 2.1 AA Status
Our website is partially conformant with the four core principles of the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA. This is the standard the UK Government recommends for public-facing websites. Partially conformant means parts of the site do not meet it yet — every problem we know about is named in what is not fully accessible yet, further down this page.
| Principle | What It Means | What We Do |
|---|---|---|
| Perceivable | Content can be perceived through different senses | Descriptive alt text, captions, and a 4.5:1 colour contrast target |
| Operable | Interface works with different input methods | Keyboard navigation, no time limits, visible focus indicators |
| Understandable | Content and interface are clear and predictable | Plain English, consistent navigation, labelled form errors |
| Robust | Compatible with current and future assistive technology | Semantic HTML and ARIA labels, built for assistive technology including JAWS, NVDA, VoiceOver, and TalkBack |
Technical Accessibility Features
- Keyboard navigation — interactive elements reachable without a mouse, apart from the scrolling panels listed below
- Screen reader compatible — semantic HTML and ARIA attributes for JAWS, NVDA, VoiceOver, and TalkBack
- Colour contrast — 4.5:1 target for normal text; 3:1 for large text
- Text resizing — readable at 200% without loss of content
- Alt text — all meaningful images described; decorative images marked as presentational
- Focus indicators — visible focus outlines on every interactive element
- Skip navigation — "skip to main content" link available on every page
- Logical heading structure — H1/H2/H3 hierarchy, with the exceptions listed below
- Form labels — fields clearly labelled; errors explicitly linked to the relevant field
- Responsive design — built for mobile, tablet, and desktop screen sizes
- No flashing content — no elements that flash more than three times per second
How We Test: We scan our accessible removal service website with axe, and we check new interface work by keyboard and in high-contrast mode. The last full scan covered every page on giantvan.com in July 2026, and the Known Limitations table below is drawn from it. Two things we have not done yet: a manual pass with assistive technology across every page template, and an audit by an independent specialist. Both are on the roadmap below. We are also adding the axe scan to our release pipeline so that no deployment ships without one.
Found a problem? Report it via our contact page or message us in the live chat on this page. We acknowledge all reports within 2 working days, and aim to resolve them within 10.
Service Accessibility — Equality Act 2010
Under the Equality Act 2010, Giant Van must make reasonable adjustments for disabled customers. We meet Equality Act 2010 services requirements at every step. Here's what that means in practice:
- We do not treat disabled customers less favourably than others
- We make reasonable adjustments to remove substantial disadvantages
- We anticipate the needs of disabled people proactively — not just when asked
The Equality and Human Rights Commission (EHRC) enforces the Equality Act 2010 for goods and services across the UK.
For specialist support, our assisted moving service is available for older adults and care home relocations, including full packing, unpacking, and furniture placement. We also offer disability removals UK through our accessible man and van service. See also our man and van service, packing services, and moving checklist.
Accessible Booking Process
Our online quote and booking system is designed as an accessible booking system against WCAG 2.1 AA — central to our accessible removal service. Fields are labelled, errors are linked to the input they belong to, keyboard navigation is supported, and progress saves automatically. There are no time limits on any step. We have not yet had this flow independently audited, so if any part of it blocks you, message us in the live chat and we will finish the booking with you.
Alternative Booking Methods
| Method | Details | Best For |
|---|---|---|
| Phone | Message us in the live chat — Mon–Sat, 8am–6pm | Verbal booking, complex access requirements |
| Use our contact form or message us in the live chat | Written confirmation, detailed special requests | |
| Live Chat | Available via our contact page | Quick questions, initial enquiries |
| In-person survey | Available for larger or complex moves | Face-to-face discussion of access requirements |
For further guidance, see our help centre and how it works pages.
Safety and Accessibility
Our crew follow our safety procedures on every job. When a customer has a disability or access need, we adapt those procedures to protect both the customer and the crew. This keeps the move safe for everyone involved. We risk-assess access routes in advance and will always discuss any concerns with you before the move begins.
Feedback and Reporting Issues
We want to hear about any accessibility problem you encounter, on our website or during your move.
| Method | Details |
|---|---|
| Use our contact form | |
| Phone | Message us in the live chat — ask for the accessibility team |
| Online | Contact form |
What Happens After You Report:
Acknowledgement within 2 working days
Investigation and assessment of changes required
Response within 10 working days with a timeline for any fix
Implementation and written confirmation of completion
If you are not satisfied with our response, you may escalate via our complaints procedure. You can also contact the Equality Advisory Support Service (EASS) for independent advice: 0808 800 0082 | Textphone: 0808 800 0084 | equalityadvisoryservice.com
Accessibility Roadmap and Known Limitations
We publish our planned improvements so customers can see what we are working on and hold us to account. Contact us for the current status of each initiative.
What Is Not Fully Accessible Yet
No website is perfectly accessible, and we would rather show you the gaps than claim there are none. The list below comes from an automated axe scan of every page on giantvan.com in July 2026, together with our own keyboard testing. It is everything we know about today. Full WCAG 2.1 AA compliance is our target, not our current state.
| What Does Not Work Yet | WCAG Criterion | Status |
|---|---|---|
| Small text set in our lighter teal accent does not reach the 4.5:1 contrast minimum on white and tinted backgrounds. This affects pills, labels and link text across most of the site. | 1.4.3 Contrast (Minimum) | Fix in progress |
| Panels that scroll sideways — pricing tables, route cards and service carousels — cannot be scrolled by keyboard alone. If you do not use a mouse or a touchscreen, part of the content in those panels is out of reach. | 2.1.1 Keyboard | Fix in progress |
| Some sections and some expandable tip cards name themselves with an ARIA reference that points at an element which is not on the page, so a screen reader announces the region without a name. | 4.1.2 Name, Role, Value | Fix in progress |
| On our help centre, closed question panels keep their buttons and links in the keyboard tab order, so keyboard and screen reader users can land on controls they cannot see. Two panels on that page also reuse the same element IDs. | 2.4.3 Focus Order | Fix in progress |
| Icon-only tab buttons on our man and van page, and image-only area links on our Luton van page, give a screen reader no text to read out. | 4.1.2 Name, Role, Value | Fix in progress |
| Some carousel controls are smaller than the 24 by 24 pixel minimum, which makes them hard to hit accurately on a phone or with a tremor. | 2.5.8 Target Size (WCAG 2.2) | Planned |
| A small number of pages skip a heading level, which makes the page outline harder to follow when you navigate by headings. | 1.3.1 Info and Relationships | Planned |
| Some pages can be reached only from a search engine or a direct link, not from our own menus or our sitemap page. | 2.4.5 Multiple Ways | Planned |
| We have not finished a manual pass with JAWS, NVDA, VoiceOver and TalkBack across every page template, and no independent specialist has audited the site. Automated scans catch roughly a third of accessibility problems, so there will be issues here that we have not found. | Testing gap | Planned |
What we are doing about it: every item above is logged as engineering work and ordered by how many people it affects, starting with contrast and keyboard access. We re-scan the whole site before each review of this statement, publish what the scan finds, and update this list — including anything new it turns up. If something here is stopping you from booking or using the site today, tell us in the live chat or through our contact page and we will do it with you. There is no part of our service that you can only get through the website.
Planned Improvements
| Initiative | Status | Target Date |
|---|---|---|
| Full WCAG 2.1 AA audit by external specialist | Ongoing | — |
| Remediate all critical and high-priority issues | Ongoing | — |
| Add captions to all service page videos | Ongoing | — |
| BSL video guides for the online booking journey | Ongoing | — |
| Easy Read moving guide for download | Ongoing | — |
| Annual external accessibility audit | Ongoing | — |
| Meet WCAG 2.2 Level AA across the site | Ongoing | — |
Staff Training
Our crew receive disability awareness guidance as part of safe handling training. This guidance covers:
Understanding the range of disability types and individual access needs
Equality Act 2010 obligations and what "reasonable adjustments" means in practice
How to make adjustments during a physical removal — before, during, and after
Communicating clearly and respectfully with customers who have different needs
Working safely around mobility aids, assistance animals, and medical equipment
Driver partners receive this training through our driver onboarding process. If you have a specific concern about a crew member's conduct, please contact us via our contact page.
Accessibility — Common Questions
Mostly. Per our website accessibility statement, the Giant Van website uses semantic HTML and ARIA attributes, and is built to be screen reader compatible with JAWS, NVDA, VoiceOver, and TalkBack. All meaningful images have descriptive alt text. Our July 2026 scan did find panels that scroll sideways and cannot be reached by keyboard, so some pages are not yet fully navigable without a mouse. Those panels are named in our known limitations, and fixing them is our first priority.
At no extra cost, we provide accessible route planning, ground-floor handling, verbal communication throughout the move, written communication via email or SMS, BSL interpretation for pre-move surveys, large-print documentation, and additional time allocation as part of our reasonable adjustments commitment. We assess each customer's needs individually and confirm adjustments before the move begins — every step is designed to prevent disability discrimination and uphold equal access.
Yes — Message us in the live chat on this page, 8am to 10pm, seven days a week. Our team can guide you through everything from quote to confirmation right there in the chat.
Contact Us About Accessibility
As an accessibility statement removal company committed to inclusive service, Giant Van offers three direct contact routes plus an independent escalation path. Pick whichever suits you best. We aim to acknowledge every accessibility enquiry within 2 working days.
| Contact Method | Details |
|---|---|
| Accessibility Team | Use our contact form |
| Phone | Message us in the live chat — Mon–Sat, 8am–6pm |
| Online | Contact form |
| EASS (independent) | 0808 800 0082 |