We’re Here to Help
TowManVan customer support is available 24/7 at support@towmanvan.co.uk. Partner support for drivers at partners@towmanvan.co.uk. Business enquiries at business@towmanvan.co.uk. Active bookings get in-app chat with the driver and live GPS tracking.
Customer support available 24/7 for car recovery emergencies. Partner support for operator sign-ups. Business enquiries for fleet accounts.
Note
For urgent help, use in-app support - fastest response
Response Time
24/7
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App-First Support
In-App Support (Fastest)
TowManVan is an app-only platform. The quickest way to get help during or after a job is via the in-app chat - available 24/7.
Email Response Times
Customer support: within 2 hours (24/7)
Partner and operator queries: within 4 hours
Business and enterprise: within 48 hours
Fastest Support: In-App
Open TowManVan, tap Help in the menu, and start a live chat. Our support team is available 24/7 - no hold music, no ticket queues.
What to include when you contact us
The faster our support team can identify your booking, the faster you get a meaningful reply. If you have an active job, the in-app chat pulls all of this automatically - for email and contact-form messages, adding these details up front usually cuts the resolution time in half.
Booking reference
Every TowManVan booking has a six-character reference shown on the confirmation screen and in your email receipt. Quoting it means we can pull the operator notes, route timeline and payment record in a single click. Without it, expect an extra working day while we search by date and postcode.
What actually happened
A short timeline beats a long essay. When did the job start, what time did the operator arrive, what went wrong, and what outcome do you want? Complaints get taken seriously either way, but a clear timeline is the fastest route to a refund, a credit or a returned call from the duty manager.
Photos, if relevant
Damage claims, missing items, billing discrepancies and no-show complaints are almost always resolved faster with one or two clear photos attached. Our support team can access the operator dashcam footage on request for any job completed in the last thirty days, but visual evidence from your end speeds everything up.
The best time to reach you
We often need a two-minute phone call to finalise a refund or confirm a rebook. Letting us know your best contact window up front prevents a tedious email tennis match. Partner and business enquiries usually need a longer call - include any scheduling constraints so we can book it properly.
Contact FAQs
The questions our support inbox receives most often. If yours is not listed, open an in-app chat - it is always faster than email and the operator on the other end has your full booking history already loaded.
How do I contact TowManVan support?
The fastest way is through the in-app chat once you have opened a booking. For general enquiries email support@towmanvan.co.uk. We respond to non-urgent queries within 4 working hours, and faster than that for anything attached to a live booking.
Is there a phone number I can call?
TowManVan is an app-first service - bookings, price quotes and live tracking all happen in the app. For active bookings the operator's direct mobile number is shared with you automatically. For general support, the in-app chat or email route is consistently quicker than any phone queue.
Can I get a quote before booking?
Yes. Open the app, enter your postcode and the service you need, and the fixed price is shown before you confirm. No phone calls, no negotiation, no hidden fees added on the day. The price you see is the price you pay, including VAT.
What do I do if my driver is late?
Live GPS tracking shows exactly where your operator is. If an unexpected delay occurs, tap the Contact driver button for a direct call, or use in-app support to escalate. Any ETA that slips by more than fifteen minutes triggers an automatic credit to your account.
How do I make a complaint?
Email support@towmanvan.co.uk with your booking reference and a clear description of the issue. Complaints are investigated within 2 working days, and outcomes are communicated by email with any refund or service credit applied automatically. Serious safeguarding issues go to the duty manager the same day.
Do you cover my area?
TowManVan covers every major UK city and the postcodes surrounding it - over 800 location pages on the site list exact coverage. Enter your postcode in the app to confirm instant availability, or browse the Coverage section for a town-by-town breakdown.
How do I report a safeguarding concern?
Safeguarding and driver-behaviour concerns go straight to trust@towmanvan.co.uk and are reviewed by a dedicated human on the same working day. Serious incidents are escalated to the duty manager inside two hours, including overnight and at weekends.
Can I get a VAT invoice for a business booking?
Yes. Every booking made on a business account receives a VAT invoice by email within 30 minutes of completion. Sole-trader and personal accounts can request a VAT invoice retrospectively by emailing accounts@towmanvan.co.uk with the booking reference.
While you are here
Jump straight to the service you actually need, or read up on how TowManVan works before you book. Every internal page is indexed, searchable and written by the same editorial team behind the blog.
Last updated April 2026.