Profile change requests that require approval

Our customer support team will need to approve specific changes to a profile (post-onboarding) will need to be approved by our customer support team. Once they have been cross-checked and approved by our team, we can make these changes visible to other members.   

Before submitting a profile change request, we recommend reading this article to ensure you have all the documents required and ready to be sent to us.   

With any profile change request, it is vital to upload:  

• Latest vehicle insurance  
• Goods in transit insurance (including CMR if applicable for European loads) and   
• Operator's licence (Haulage Exchange members only).   

 We will decline requests that haven't met the above requirements. Please check your details are up to date and relevant to your request.   

If you would like to edit your profile that doesn’t require approval from our team, please click here. 

Please note, if you're a Trustd member, you can only edit your profile on there. Click here to learn how to do that.

IN THIS ARTICLE: 

• Telephone number and email address 
• Changing address  
• Changing company name  
• VAT (value-added tax) 
• Operator’s license  
• Main contact change 
• Trading name  
• Speciality services  

Telephone number and email address 

We will contact you directly to confirm the main account holder has made these changes for security purposes. If you would like to have these changes approved instantly, please contact customer service, and we can verify your account over the phone.   

Changing address  

To ensure the latest physical locations of our drivers and companies, we require proof of address. The address itself must be physical, we do not accept PO BOX or virtual addresses (redirect addresses). We will only accept a virtual address with the acknowledgement you will not be permitted to post work on the platform. If you are changing your address for a limited company, please ensure your address matches with the one registered on the Exchange, VAT (if applicable) and Companies House. 

For an address to be changed on your profile, we require two letters dated within three months confirming the company/individual is based at the new address.  

Types of letters we accept: 

• Gas/Electric/Water Bill 
• Council Tax Bill 
• Bank Account Letter or Statement 
• Rental or Lease Agreement 
• Home Buildings or Contents Insurance 
• Virgin subscription (gyms? Phone? Internet?) 
• Credit Card Letter or Statement 
• GIT/VI Insurance 
• For HX Members, we can go by the Operators Licences Address 
• Letter from an accountant with permission to use accountant’s address on the Exchange matched to Companies House (If applicable) 

Changing company name 

A company name must match all other sections on a member’s profile, including: 

• Insurance documents 
• VAT number  
• Company registration number 

We cross-check all information provided by Companies House and VAT (if applicable) to ensure members are compliant before approval.  

• If you are a sole trader, your name or company name will be sufficient.  
• If you are a limited company, the insurance documents can include a director’s name and or company name. Please ensure your address on the Exchange matches with Companies House and your VAT (if applicable). Furthermore, it is vital you enter your company registration number onto your profile.  
• If the address on Companies House does not match the one provided on the Exchange, please add the correct address on your profile and provide two proofs of address when requested.  
• If your company is not visible on Companies House, you can order a certification that can be posted to you.  

Limited to Limited company name change 

You cannot change a pre-approved limited company name to another limited company name if under a new registration number. This would be seen as another entity on the Exchange requiring onboarding checks and a new sale and membership ID. 

For example:

ABC Limited (Registration number 123456) cannot be changed to ABCD Limited (Registration number 654321).

ABC Limited (Registration number 123456) can be changed to ABCD limited (Registration number 123456)  

VAT (Valued-added tax) 

Your name or company details on your profile must match with the official VAT registration database. You will not be able to charge VAT on invoices raised on the Exchange until this has been approved. To avoid any delay in payment please ensure you have cross-referenced details before updating your profile. 

Operator’s license (heavy goods vehicle license) 

You will need to upload a goods vehicle operator’s licence if your business uses goods vehicles above a certain weight. Please upload an operator’s license which matches your company name and or the account owner name registered on your Starter or Company subscriptions (HX Starter, HX Essentials, HX Pro, HX Premium). Please upload the license to the “business documents” section of your profile.  

Main contact change 

The primary contact you provide on your profile is considered the main administrator of your membership, and we must validate this correctly.

You will not be permitted to change the name on any ‘Starter’ subscriptions. If a new individual would like to join the platform, they must purchase their membership.

On our Exchange, the user who completed the onboarding process and compliance checks is the sole owner of the account. If a second person needs access to the account, we recommend upgrading to one of our company packages (CX or HX Essentials, CX or HX Pro, CX or HX Premium). 

For company subscriptions that require a name change: Please provide us with a letter from the company director that is signed and dated and includes reasons for the change. We will consider alternative options in certain circumstances if you cannot provide a letter from the director.

Trading name (not business name) 

You can choose any trading name you like so long as it isn’t already in use by another member on the platform. You will not be permitted to use a second limited company name as a ‘trading name’ if you have been approved under your ‘business name’. 

Speciality services