Complaints

1Who is responsible

We are the private hire operator named at the foot of every page, licensed by Hertsmere Borough Council as a private hire operator under the Local Government (Miscellaneous Provisions) Act 1976. Our operator licence number, our operating centre and our telephone number are shown there, and on every booking confirmation.

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 condition 30 of our operator licence requires us to have one, and to produce it on request to an authorised officer of the council, a police officer, a customer or a chauffeur.

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.

Some complaints we must pass on whether or not you ask us to. Conditions 30c and 30d of our operator licence require us to notify the council and the police immediately where a complaint alleges that a chauffeur has been violent or has behaved in a sexual way, or where it suggests a safeguarding risk to a child or another vulnerable person. Condition 33 requires us to tell the council if we stop using a chauffeur because we doubt they are fit and proper.

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.

We also watch the pattern. Condition 32 of our operator licence requires us to take reasonable steps to monitor the number, nature and frequency of complaints about any chauffeur or car, which is how one complaint that looks small becomes a decision about whether someone keeps driving for us.

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.

7Complaining to the council that licenses us

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 them in writing about the conduct of a chauffeur or the fitness of a car.

You can also complain in writing to Hertsmere Borough Council, the authority that licenses us, at licensing.taxis@hertsmere.gov.uk. If a crime may have been committed, call the police on 999 in an emergency or 101 otherwise. Where a complaint alleges violence, a sexual offence, or a risk to a child or a vulnerable adult, we report it to the council and the police immediately.

The council asks for a complaint in writing unless there is an immediate risk to public safety, and it will tell you what it needs from you, such as a statement (Hertsmere's licensing policy, paragraph 7.4.4). You do not have to wait for our review before writing to them.

One thing worth knowing before you write. The council enforces conduct and vehicle fitness; it does not enforce the quality of the service we sold you. Its policy says so at paragraph 7.5: a complaint about the service is recorded, you are advised to speak to the operator, and redress for a loss is through the civil courts. Repeated complaints about the same thing are treated differently, because they may show that a licence holder is not fit and proper.

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

Condition 31 of our operator licence sets what goes in the complaint record: the date and time of the complaint, your contact details where you give them, the booking, car or chauffeur it concerns, what the complaint was, what we did about it, any advice we gave you to contact the police or the council, and whether we notified either of them ourselves.

Condition 29 requires us to keep that record for at least 12 months, in a form that can be produced to an authorised officer of the council or a police officer without delay. 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.

11Every version of this document

• Version 2026-09-2 (the version in force)In effect from 16 September 2026
• Version 2026-09-1In effect from 15 September 2026

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.