Complaints Policy
Complaints Policy
We take all complaints seriously and aim to resolve them fairly and promptly.
How to Make a Complaint
Complaints can be submitted through the complaints form on our website, by email to info@regenttransfers.co.uk, or by calling our support team. Please include your booking reference, journey date, and a description of the issue.
Acknowledgement
We will acknowledge receipt of your complaint within 2 working days of receiving it. If we require further information from you to investigate, we will contact you as soon as possible.
Investigation and Response
We aim to provide a full written response within 14 working days. Where an investigation is more complex we will keep you updated on progress and provide an expected resolution date. All complaints are reviewed impartially.
Escalation
If you are not satisfied with our response you may escalate your complaint to us in writing for a final review. If your complaint remains unresolved you have the right to contact your local licensing authority or seek independent advice.
Licensing Authority Referral
Passengers may also raise concerns about licensed private hire operators directly with the relevant licensing authority. In London this is Transport for London (TfL). Outside London this is the relevant local council.
Record Keeping
We keep a record of all complaints received and our responses in accordance with our data retention obligations and operator licence requirements. Complaint records are used to improve service quality.
