Complaints Policy

1. How to complain

Call us on 020 8987 9999, or write to us at 559 Chiswick High Road, London, W4 3AY. Please give the date and time of the journey, the booking reference or the telephone number used to book, the pickup and destination, and what went wrong. Photographs or receipts help if your complaint is about damage or a charge.

2. What happens next

We will acknowledge your complaint within 2 working days and aim to give you a full response within 10 working days. If we need longer, for example to speak to the driver or review records, we will tell you why and when to expect a reply.

Where a complaint is upheld we will apologise and, as appropriate, refund or reduce a charge, re-train or take action with the driver concerned, or change how we work. Serious safety complaints are dealt with immediately and the driver may be suspended while we investigate.

3. Lost property

Call us as soon as possible with the journey details. We will contact the driver and arrange for the item to be returned or collected from the office.

4. Escalation to Transport for London

If you remain dissatisfied with our response, you can complain to Transport for London, which licenses private hire operators, drivers and vehicles in London, through the TfL website (tfl.gov.uk) under Taxi & Private Hire complaints, quoting our operator licence number, the date and time of the journey, and the vehicle registration if you have it. Complaints about the way we handle personal information can be made to the Information Commissioner's Office (ico.org.uk).