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Complaints

How to tell us something went wrong, what we do about it, how long it takes, and where to go if you are not satisfied.

Version 2026-09-1, in effect from 15 September 2026.

This is not the version in force today. It is shown because a booking was made under it, and it is what governs that booking. Read the current version.

1Who is responsible

We are the private hire operator named at the foot of every page, licensed by Transport for London. We contract with you directly for every journey, so we are responsible for putting things right, even when the chauffeur works for one of our partners.

We keep this procedure because regulation 9(7) of the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000 requires every licensed operator to have one.

2How to complain

Use whichever is easiest for you: email, telephone or post. Our email address and telephone number are on our contact page, and our telephone number and operating centre address are at the foot of every page.

During a journey, call the telephone number at the foot of every page. You can speak to a person at any time while your journey is under way.

In an emergency, or if you feel unsafe, call 999 first.

3What to tell us

Tell us as much of this as you can, though none of it is required: your booking reference; the date and time of the journey; your name and how you would like us to contact you; what happened; and what you would like us to do about it. If it helps, send photographs, screenshots or receipts.

You can complain for someone else, such as a family member or the person you booked for. We may need their agreement before we share their personal details with you.

4What happens next

Within 24 hours we acknowledge your complaint, tell you who is handling it and give you a complaint reference.

Within 10 working days we investigate and send you our response, saying what we found, what we have done about it, and anything we are offering you, such as a refund. If we need longer, for example to hear from a chauffeur or to check a flight record, we tell you before the 10 working days are up, why, and when you will hear from us.

A complaint about safety, sexual misconduct or discrimination, including a refusal to carry a disabled passenger, goes to the owner of the business the same day.

5How we investigate

We look at the booking record, including the messages we sent, the times the journey changed status, the chauffeur and car used, and any payments and refunds. We speak to the people involved and, where it is relevant, check the car's location record for the journey.

We keep that location record for 30 days after a journey. If a complaint is open, we keep it until the complaint is closed, so the evidence is not lost while we look into it.

If we refund you, the refund goes back to the card you paid with, and we tell you the amount and the last four digits of the card.

6Asking for a review

If you are unhappy with our response, reply and ask for a review. Someone who was not involved in the original response, usually the owner of the business, looks at it again and replies within 10 working days of your request.

7Transport for London

Transport for London licenses private hire operators and drivers in London, and you can complain to them about us or about a driver, including about behaviour, overcharging, a refusal, a payment problem, or discrimination related to an assistance dog or a wheelchair.

Transport for London asks passengers to contact the operator first, but you do not have to wait for our review before contacting them. Their complaint form is at https://tfl.gov.uk/help-and-contact/contact-us-about-taxi-and-private-hire.

8Complaints about your personal information

If your complaint is about how we use your personal information, say so when you complain. We treat it as a data protection complaint under section 164A of the Data Protection Act 2018, and acknowledge it within 30 days at the latest, though in practice within 24 hours, as for every complaint.

If you are not satisfied with our answer, you can complain to the Information Commissioner's Office under section 165 of that Act, at https://ico.org.uk/make-a-complaint/.

9Your legal rights

This procedure does not affect your legal rights, including your rights under the Consumer Rights Act 2015.

10Records we keep

Regulation 14 of the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000 requires us to keep a record of every complaint: the date of the booking, the chauffeur's name and the car's registration, your name and contact details, what the complaint was about, and what we investigated and did as a result.

Regulation 16 requires us to keep that record for at least 12 months from when we enter it. We keep it for 24 months after the complaint is closed, then remove your name and contact details and keep the rest, so we can see patterns and improve. Transport for London can inspect these records.

Back to the clauses of this document

11Every version of this document

A published version is never edited. A correction is a new version with a new effective date, and your booking keeps the version you agreed to.

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Five classes of car, each with one fixed price that already includes the charges for the route. You choose a car before you pay.

What people ask

How do I make a complaint?

By email, by telephone or by post, using the details on our contact page. During a journey, call the number at the foot of every page and you will reach a person.

How quickly will you reply?

We acknowledge every complaint within a day, with a reference and the name of the person handling it, and send a full response within two working weeks. If we need longer, we tell you why before that time is up.

What if I am not happy with your answer?

Ask for a review. Someone who was not involved in the first response, usually the owner of the business, looks at it again. You can also write to Hertsmere Borough Council at any point.

Can I complain to the council that licenses you?

Yes. Hertsmere Borough Council licenses this operator, our chauffeurs and our cars, and condition 30a of our licence requires us to tell you that you may complain to it in writing about a chauffeur's conduct or a car's fitness. You do not have to wait for our review. What the council does not enforce is the quality of the service we sold you, which is for us to put right and, failing that, for the courts.

What if my complaint is about my personal information?

Say so when you complain, and we handle it as a data protection complaint under the Data Protection Act 2018. If our answer does not satisfy you, you can complain to the Information Commissioner's Office.

Do you keep a record of my complaint?

Yes, because our operator licence requires it. We keep the record for two years after the complaint is closed, then remove your name and contact details.