Customer care
Our complaints procedure explains how to raise a concern about your journey, the information to provide and the response process. Use the links below to find the submission requirements or the acknowledgement, investigation and escalation stages.
Although we maintain high service standards, we recognise that individual expectations may differ. We strive for excellence and value all feedback.
How to submit a complaint
Select “Complaint” in the enquiry form. Include your booking reference where available and the details listed below, so the team can identify the journey and understand your concern.
Please include the following information:
What happens next?
We will acknowledge receipt of your complaint within 3 working days.
We aim to investigate all complaints fully and provide a written response within 28 days.
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, you may report to Transport for London via their online form, email TPHintel@tfl.gov.uk, or by calling 0343 222 4000 Monday to Friday, 09:00–17:00.
This complaints procedure is maintained in accordance with Transport for London Private Hire Operator licensing requirements.