Feedback allows members to share their experiences—positive or negative—and helps others choose reliable partners. It’s the currency of the Exchange: strong reputations built on consistent feedback lead to greater success.
Leaving feedback must not be confused with raising a dispute - each is different and serves a unique purpose
Good feedback boosts your credibility and encourages others to work with you. To earn good feedback, members should meet expectations, stay professional, communicate clearly, and follow instructions for the load if they have been provided.
Our approach to feedback on the Exchange
The Courier Exchange operates on a foundation of trust and transparency, to support this aim we ensure that all feedback meets the following requirements:
Feedback must be relevant
Keep feedback focused on your experience with the specific job in question. Avoid referencing past jobs. Offensive or abusive content will be removed and may result in suspension.
Delivery feedback must be submitted within one month of load allocation; payment feedback can be left later, based on agreed terms.
Feedback should be unbiased
Feedback is most useful to other members when it provides unbiased information. We do not allow members to incentivise positive feedback, including feedback that manipulates the desired outcome or influences another member with the promise of compensation.
Transport Exchange Group will not mediate disputes concerning truth or fairness
Feedback should be factual and objective—Transport Exchange Group does not mediate disagreements where both members provide a different version of events. If issues arise, members should aim to resolve them directly before posting feedback to protect relationships and reputations.
Feedback can be left for both completed and cancelled/declined load bookings
You are still able to leave feedback on a cancelled/declined booking whether the experience was positive or negative if it is for the purpose of clarifying why it was cancelled and the events leading up to it.
Feedback should not be left as retaliation for a dispute raised against you.
If a dispute has been upheld against you based on evidence, we will remove any feedback left in retaliation.
If feedback has been submitted against you, it must be an authentic version of events and not retaliation.
Feedback will be considered a dispute if reported
We will consider the following list to be classified as sole disputes and will be actioned as such if reported to us. Please see our dispute policy for more information.
What we consider disputes (please do not raise these as feedback)
- Late/Non-Payments (drivers can still leave feedback if non-payment related)
- Co-loading
- Poaching or contacting customers directly in general
- Goods for ransom
- Missing goods
- Criminal activity
- Discrimination as per the equality act
Any other types of feedback will not be moved to a dispute and vice versa.
How do we moderate feedback left by members?
If a member believes the feedback they’ve received breaches our policy, they have the option to report it as abuse. We will review whether it complies with our policy and take the following actions.
Feedback that complies with policy
If the feedback received complies with our policy, no further action will be taken, and the abuse claim will be dismissed. We strongly recommend all members review the policy and make a thorough evaluation prior to reporting it as abuse.
Feedback that breaches policy
If we are presented with a feedback abuse claim and our team agrees that it breaches our policy, it will be removed immediately, and a warning will be issued against the member who left the feedback.
Members will not be provided with the opportunity to edit or replace feedback that breaches policy. Repeated breaches of the feedback policy may result in membership suspension and/or revocation.
Editing Feedback
Whilst the Exchange will not edit any feedback on your behalf, you will have an opportunity via the system to adjust the feedback within 12 hours of submission, ensuring it meets the feedback policy above, to avoid it being removed later.
If the feedback is reported as abuse, you cannot edit your submission.
Examples of good and bad feedback
These examples will show how to provide acceptable feedback that meets our policy.
In each example you can see how a piece of feedback that would not be accepted can be adjusted to be in line with our policies.
| Feedback example | Feedback content | Why this feedback would be dismissed, or accepted |
| Bad feedback example 1 | This driver should be kicked off the Exchange as he did not turn up for a job and did not communicate throughout. They have done this multiple times according to other feedbacks. Stay clear if you value your customers |
Alluding to jobs not associated with the job for which feedback is being provided. Could prevent the member from obtaining future work. |
| Acceptable feedback example 1 | The driver did not turn up for the job. I attempted to call but did not receive a response. | The feedback is clear and gives a version of events that explains why the feedback is being left. |
| Bad feedback example 2 | DO NOT WORK FOR THIS COMPANY UNLESS YOU CAN WORK FOR NOTHING. One of 17 payments still outstanding £1188 owing DISGRACEFUL. |
Could prevent the member from obtaining future work. Advising the said company will not pay for work completed. |
| Acceptable feedback example 2 | 1 of 17 payments still outstanding. I am owed £1188. |
This is an acceptable feedback as it provides members with their experience working with the company. Comments in line with our policy. |
|
Bad feedback example 3 |
Driver has STOLEN GOODS from one of our customers then refuses to correct his error, would not use. Attitude is disgraceful and should not be on CX |
This should be submitted as a dispute. Could prevent the member from obtaining future work. Speaking on behalf of the Exchange
|
| Acceptable feedback example 3 | My customer has contacted me regarding a serious matter. I tried to resolve this with the carrier who has declined to assist, I find this unprofessional. |
This is acceptible feedback as it provides members with their experience. The wording will not damage the carrier. This feedback is in line with our policy. |
To learn how to leave feedback, please see this guide.