Driver Support from Giant Van — Fast Help for Every Job
Giant Van driver support covers payment queries, customer disputes, app issues, and job problems. Contact the team by phone or in-app chat. A real person responds to every request.
Reviewed by Giant Van Driver Operations team
Accidents · Safety threats · Illegal activity
Available 24/7 including bank holidays
- Phone020 3129 6180Select option 2 for driver support
- Emaildrivers@giantvan.comWithin 24 hours
- In-App ChatDriver dashboard24/7 — tap the support icon
How to Contact Driver Support
We offer multiple support channels to suit different situations. Use the channel that matches the urgency of your issue.
In-App Chat
Tap the support icon on your driver dashboard. Best for general questions, document uploads, and non-urgent issues.
020 3129 6180
Select option 2 for driver support. Best for urgent issues during active jobs or safety concerns.
drivers@giantvan.com
For complex queries, documentation, and formal complaints
For emergency support — use immediately
020 3129 6180 (Option 3)Accidents • Safety threats • Illegal activity
Immediate response — Available 24/7
- In-app chat
- Best For
- Non-urgent queries, document uploads, general questions
- Response Time
- Target: Within 30 minutes
- Availability
- 24/7
- Phone support
- Best For
- Urgent issues during active jobs, safety concerns
- Response Time
- Immediate
- Availability
- 7am – 10pm, 7 days
- Email
- Best For
- Complex issues requiring documentation, formal complaints
- Response Time
- Target: Within 24 hours
- Availability
- 24/7 (responses during business hours)
- Emergency line
- Best For
- Accidents, safety threats, illegal activity
- Response Time
- Immediate
- Availability
- 24/7
Priority System
Every support enquiry is triaged by urgency. Here's what to expect for each priority level.
- PriorityCritical
- Examples
- Active safety issue, accident, theft
- Target Resolution
- Immediate response
- PriorityHigh
- Examples
- Payment missing, account suspension, customer dispute during job
- Target Resolution
- Target: Within 2 hours
- PriorityMedium
- Examples
- Document upload issues, rating dispute, app bug
- Target Resolution
- Target: Within 24 hours
- PriorityLow
- Examples
- General enquiry, feature request, feedback
- Target Resolution
- Target: Within 48 hours
Common Issues and How to Resolve Them
Most driver support queries fall into a few common categories. Here's how to handle each one — many can be resolved without contacting support.
Job-Related Issues
- Customer not at pickup location
- Self-Service Solution
- Wait 15 minutes, send in-app message, call through app
- When to Contact Support
- After 15 minutes with no response
- Wrong address on job
- Self-Service Solution
- Check with customer via in-app messaging
- When to Contact Support
- If customer confirms different location and distance differs significantly
- Items larger/heavier than described
- Self-Service Solution
- Document with photos in the app
- When to Contact Support
- If job scope has changed significantly from listing
- Customer wants additional services
- Self-Service Solution
- Discuss and agree additional charges through the app
- When to Contact Support
- If dispute arises about additional costs
- Vehicle access issue at location
- Self-Service Solution
- Contact customer, check for alternative access
- When to Contact Support
- If no resolution possible and job cannot proceed
Payment Issues
- Payment not received
- Self-Service Solution
- Check payment terms — payments process every Friday
- When to Contact Support
- If payment doesn't arrive by Monday following the payout date
- Incorrect job earnings
- Self-Service Solution
- Review the job details and earnings breakdown on your dashboard
- When to Contact Support
- If the breakdown doesn't match the agreed amount
- Customer cancelled after pickup
- Self-Service Solution
- Document the cancellation, note time spent
- When to Contact Support
- A cancellation fee is automatically applied — contact support if it's missing
- Tip not showing
- Self-Service Solution
- Tips may take 24–48 hours to appear on your dashboard
- When to Contact Support
- If tip doesn't appear after 48 hours
Account Issues
- Can't log in
- Self-Service Solution
- Reset password via the app login screen
- When to Contact Support
- If reset doesn't work after 3 attempts
- Account paused
- Self-Service Solution
- Check document expiry dates — upload renewed documents
- When to Contact Support
- If account remains paused after uploading valid documents
- Rating dispute
- Self-Service Solution
- Respond to the review through your dashboard
- When to Contact Support
- If you believe the rating violates our review policy
- Profile update needed
- Self-Service Solution
- Update via the Vehicle & Documents section
- When to Contact Support
- If the system won't accept your updated documents
During an Active Job — What to Do When Things Go Wrong
Customer Is Not Available
Arrive at the agreed time
Wait 15 minutes
Send an in-app message to the customer
Call the customer through the app
If no response after 15 minutes, contact driver support
Document the situation with a timestamped photo
Items Are Damaged or Missing Before Your Arrival
Take clear photos showing the existing damage
Inform the customer and note the damage in the app
Both parties acknowledge the pre-existing damage before loading
This protects you from false claims after delivery
Vehicle Breakdown During a Job
Ensure your safety and the safety of other road users first
Contact your breakdown cover provider
Notify driver support immediately via the emergency line
We'll work to reassign the job to another driver to minimise customer impact
Document the breakdown for your records
Road Traffic Accident
Stop — Never leave the scene
Safety first — Turn on hazard lights, set up warning triangle if safe
Call 999 if there are injuries or the road is blocked
Exchange details with other parties (name, address, registration, insurance)
Take photos of the scene, damage, and any relevant road markings
Contact Giant Van emergency line — we'll guide you through next steps
Notify your insurer within 24 hours
Dispute Resolution — Ratings, Reviews, and Customer Complaints
Disputes happen. Here's how Giant Van handles them fairly.
Rating Disputes
Process — 4 steps
- Review the feedback — Is there anything constructive you can take from it?
- Respond professionally — Your response is visible to future customers
- Flag for review — If the rating violates our policy, flag it through the dashboard
- Investigation — Our team reviews flagged ratings within 48 hours
Ratings May Be Removed If:
- The customer rated based on factors outside your control (e.g., traffic delays, weather)
- The rating contains abusive or discriminatory language
- The customer has a pattern of leaving unfair ratings
- The rating contradicts the job facts (e.g., "late" when GPS confirms on-time arrival)
Customer Complaints
Process — 5 steps
- You'll receive a notification with details
- You have 48 hours to submit your account of events
- Support reviews both sides, including app data (GPS, timestamps, messages)
- A decision is made and both parties are notified
- You can appeal within 7 days if you disagree
For serious complaints, visit our Claims and Complaints page for the formal process.
Your Complaints About Customers
- Aggressive or threatening behaviour — Report immediately via the emergency line
- Unreasonable demands — Document and report through the app
- Discrimination — Zero tolerance. Report immediately and we'll investigate
- False damage claims — Provide your photographic evidence from the job
Technical Support — App and Dashboard Issues
Having trouble with the Giant Van Driver App or dashboard? Here are common fixes.
App Not Loading or Crashing
Force-close the app and reopen
Check for app updates in the App Store or Google Play
Ensure your phone's operating system is up to date
Clear the app cache (Settings > Apps > Giant Van > Clear Cache)
Restart your phone
GPS / Location Issues
Ensure location permissions are set to "Always" or "While Using"
Check that GPS is enabled on your device
If location is inaccurate, toggle aeroplane mode on and off
Move to an open area (away from tall buildings) for better signal
Photo Upload Failures
Check your internet connection (switch to mobile data if Wi-Fi is weak)
Reduce photo quality in app settings if files are too large
Ensure the app has camera permissions enabled
Still Not Working?
Driver Wellbeing and Safety
Physical Safety
- 1Never put yourself at risk to complete a job
- 2If a location feels unsafe, leave and contact support
- 3Manual handling guidance is covered in our Driver Training programme
- 4Carry a charged phone at all times during jobs
Mental Health Support
- 1Mind — Monday–Friday, 9am–6pm: 0300 123 3393
- 2Samaritans: 116 123 (free, 24/7)
- 3Transport Benevolent Fund — support specifically for transport workersVisit transportbenfund.co.uk
Fatigue Management
- 1Take regular breaks — at least 15 minutes every 2 hours
- 2Don't accept jobs if you're too tired to drive safely
- 3Set realistic availability on your dashboard — working too many hours affects safety and job quality
Escalation — When Standard Support Isn't Enough
If you've contacted support and aren't satisfied with the resolution, follow the steps below to escalate your issue.
- Step 1
- What to Do
- Contact driver support (phone, chat, or email)
- Timeline
- Initial response within priority SLA
- Step 2
- What to Do
- Request escalation to a senior support agent
- Timeline
- Within 24 hours of request
- Step 3
- What to Do
- Formal written complaint to drivers@giantvan.com
- Timeline
- Response within 5 working days
- Step 4FINAL ESCALATION
- What to Do
- Request review by the Driver Relations team
- Timeline
- Response within 10 working days
What to include in an escalation:
- Your driver ID
- Job reference numbers (if applicable)
- Timeline of events
- Previous support interactions (reference numbers)
- What resolution you're seeking
As a self-employed driver, you also have access to free, impartial advice from:
Frequently Asked Questions
Tap the support icon on your active job screen in the Driver App. This connects you to priority courier driver help ahead of general enquiries. For urgent matters, call 020 3129 6180 and select option 3. The Giant Van driver helpline answers active-job calls first.
Giant Van support handles payment queries, customer disputes, star-rating challenges, app faults, and job-related problems. The delivery driver support team also assists with account issues and insurance queries. Contact support by in-app chat or phone for any of these topics.
The Giant Van driver support team investigates all disputes using your pre-loading photos, delivery confirmation images, and GPS data. If your documentation shows items were undamaged at collection, your Goods in Transit insurance covers the claim. Keep photos for every job.
A cancellation fee applies automatically when a customer cancels after you reach the pickup location. If the fee does not appear on your dashboard within 24 hours, contact driver support with the job reference number. The team processes these queries within one working day.
Leave the situation immediately. Your safety is more important than completing any job. Call 999 if you are in immediate danger, then contact the Giant Van emergency line. You will not be penalised for abandoning a job due to genuine safety concerns.
In-app chat support runs 24 hours a day, seven days a week, including bank holidays. Phone support operates from 7am to 10pm every day. The emergency line never closes. For non-urgent queries outside phone hours, use in-app chat for the fastest response.
Go to Settings, then select Report a Bug inside the Driver App. Include your device model, app version, and a screenshot. You can also email drivers@giantvan.com. The technical team reviews all bug reports and sends a confirmation within one working day.
Most rating disputes through Giant Van driver support are resolved within 48 hours. Complex cases that involve multiple parties or need extra evidence may take up to five working days. Updates arrive by in-app notification and email throughout the review process.
We're Here When You Need Us
Get in touch through your preferred channel. Our team is ready to help.
In an emergency, call 020 3129 6180 (Option 3) — available 24/7.