Complaints and lost property

You can complain in whichever way suits you best:

These details help us look into your complaint quickly. If you do not have them all, tell us what you can.

We will acknowledge your complaint within 2 working days and tell you who is dealing with it.

We will look into it properly. That may include speaking to the chauffeur and checking our booking records and messages.

We aim to send you a full reply within 14 days. If we need longer, we will tell you why and when you can expect our answer.

Ask us to pass your complaint to a director. A director who was not involved will review it and aim to reply within 14 days.

If we still cannot settle your complaint, our final reply will tell you about any independent dispute resolution service that may help, and whether we agree to use it. You can also get free advice on your consumer rights from Citizens Advice.

We keep a record of every complaint, what we found and what we did about it for at least 12 months, as Transport for London (TfL) requires of licensed private hire operators. We share these records with TfL if it asks for them.

TfL licenses us as a private hire operator, licence number [to be confirmed], and licenses our chauffeurs and cars. If you are unhappy with how we have dealt with a licensing matter, such as a chauffeur's conduct or the safety of a car, you can contact TfL's Taxi and Private Hire team through tfl.gov.uk.

If you are ever in danger, call the police on 999.

If you think you left something in one of our cars, contact us as soon as possible by phone, email or WhatsApp. Please tell us your booking reference, the date and time of the journey, and a description of the item.

Our chauffeurs check the car after every journey. We record every item found, as TfL requires, and keep it safely. When we find your item, we will arrange for you to collect it or for it to be returned to you, and agree any delivery cost with you first.