Communication Policy

At Onward Transport & Storage, clear and reliable communication is an important part of the service we provide. Whether you're arranging a single-item collection, moving home or organising regular business transport, we aim to make contacting us as straightforward as possible.

Our Contact Hours

Our team can be contacted during our advertised business hours by telephone, email, website enquiry or social media.

As we're often out on the road completing collections and deliveries, we may not always be able to answer telephone calls immediately. If we miss your call, please leave a voicemail or send us a message and we'll get back to you as soon as we're safely able to do so.

Getting a Quote

To help us provide an accurate quote, please include as much information as possible when contacting us, including:

• Collection and delivery postcodes

• What you need transported

• Preferred collection or delivery date

• Approximate dimensions or photographs where relevant

• Any stairs, restricted access or unusual loading requirements

• Whether additional assistance or storage is required

Providing this information from the outset helps us respond quickly and avoids unnecessary delays.

Response Times

We aim to respond to all enquiries as quickly as reasonably possible during our normal operating hours.

Some quotations may require additional information, route planning or availability checks before we can provide a confirmed price.

A quotation or initial conversation does not automatically reserve a date or vehicle. A booking is only confirmed once Onward Transport & Storage has expressly confirmed it with you.

Urgent & Same-Day Transport

We offer same-day and short-notice transport subject to vehicle availability.

For urgent collections, we recommend calling us directly wherever possible. If we're unable to answer immediately, please leave your name, telephone number, collection location and delivery destination so we can respond as quickly as possible.

While We're Driving

The safety of our drivers and other road users always comes first.

We will not answer messages, emails or non-hands-free telephone calls while driving. This can occasionally mean there is a short delay in receiving a response while we're on the road.

Existing Bookings

If you're contacting us regarding a collection or delivery taking place that day, please include your name and booking details so we can identify your job quickly.

Where appropriate, we'll keep you informed of significant delays or changes that may affect your collection or delivery.

Please remember that transport can occasionally be affected by circumstances outside our control, including traffic, road closures, weather and delays at previous collection or delivery locations.

Social Media

You're welcome to contact us through our social media pages for general enquiries and quotations.

For important information relating to an existing booking, we recommend contacting us by telephone or email, as social media messages may not always be seen immediately.

Respectful Communication

We're committed to treating every customer with courtesy and respect, and we ask that the same courtesy is shown to our team.

We understand that delays and unexpected circumstances can sometimes be frustrating. However, abusive, threatening, discriminatory or persistently unreasonable communication towards our staff will not be accepted.

We're Here to Help

Whether you're moving a sofa across town, arranging a Marketplace collection, transporting a motorbike or looking for a dependable commercial transport partner, please don't hesitate to get in touch.

Need it moved? Move it Onward.