is committed to providing a high standard of service at all times.
Although we maintain high service standards, we recognise that individual expectations may differ.
We strive for excellence and value all feedback.
If you wish to make a complaint, please follow the procedure outlined below.
How to Submit a Complaint
- All complaints must be submitted in writing by e-mail at tfl@blackfleetlondon.co.uk
Please include:
- Your full name
- Contact details
- Date and time of the journey
- Vehicle registration (if known)
- Full details of the complaint
- Acknowledgement
We will acknowledge receipt of your complaint within 3 working days. - Investigation and Response
We aim to investigate all complaints fully and provide a written response within 28 days. - Escalation
If you are not satisfied with our response, you may escalate your complaint to Transport for London.
Complaints regarding London private hire vehicles (minicabs) and drivers should first be reported directly to the operator used for the booking. If unsatisfied with the outcome, or for serious safety/service issues, report to Transport for London via their online form, email (TPHintel@tfl.gov.uk), or by calling 0343 222 4000 (Mon-Fri 09:00-17:00).
This complaints procedure is maintained in accordance with Transport for London Private Hire Operator licensing requirements.