Corporate Chauffeurs · United Kingdom
Complaints procedure
Most journeys go to plan. When one does not, we would rather hear about it than have you quietly book elsewhere. This procedure explains how to raise a complaint, what happens next and how long it should take. It was last reviewed on 27 August 2026.
Section 01
1. Our approach
A complaint is treated as information about how the service actually performed, not as an inconvenience. Recurring problems in chauffeur work usually trace back to something systematic, such as a meeting point that does not work at a particular terminal or a briefing that was not passed on. Complaints are handled without prejudice to any future booking. Raising one does not affect how you are treated next time you travel with us.
Section 02
2. How to raise a complaint
Contact us on WhatsApp at +44 7775 554848 or through the contact page. Both routes reach the same team and both create a written record. Where you would prefer to make a formal written complaint, it can be sent to [To be supplied]. Please tell us clearly that you are making a complaint, so it is logged as one rather than treated as a general enquiry.
Section 03
3. When to raise it
Tell us as soon as you reasonably can. Vehicle tracking data, chauffeur notes and airport records are easier to check close to the journey, and a prompt complaint is far more likely to be resolved fully. Something that can be fixed during the journey, such as cabin temperature, a route preference or music, is worth mentioning to the chauffeur at the time. Many issues never need to become complaints at all.
Section 04
4. What to include
The more precisely you can identify the journey, the faster the investigation moves. If you do not have all of these details, send what you have. We can usually locate a journey from the date and the pick-up address alone. The booking reference, or the date and time of the journey The pick-up and drop-off locations, and the meeting point if it was an airport or station The name of the lead passenger and the number the booking was made from What happened, in sequence, and what you expected instead Any photographs, messages or receipts that support the point What outcome you are looking for
Section 05
5. Acknowledgement
We aim to acknowledge a complaint promptly, confirm the journey it relates to and tell you who is looking into it. If the answer is straightforward, you may receive the outcome with the acknowledgement rather than waiting for a separate response.
Section 06
6. How a complaint is investigated
We review the booking record, the written confirmation issued to you, the messages exchanged before and during the journey, and the chauffeur's account of what happened. Where relevant we also check flight or arrival data, waiting time records and any third-party factor such as a terminal restriction or road closure. The aim is a factual reconstruction of the journey rather than an exchange of impressions.
Section 07
7. Journeys carried out by partner operators
Where your journey was subcontracted to a partner operator, we remain your point of contact and take responsibility for getting you an answer. We will raise the matter with the operator, obtain their account and come back to you ourselves. You should not have to chase a company you did not book with.
Section 08
8. Possible outcomes
Depending on what the investigation shows, an outcome may include an explanation of what went wrong, an apology, a correction to an invoice, a refund or credit where a charge was not properly due, or a change to how a particular route or meeting point is handled in future. Where the evidence does not support the complaint, we will say so and explain why, setting out what the records show. A clear answer is more useful than a vague one.
Section 09
9. If you remain dissatisfied
Tell us, and ask for the matter to be reviewed again by someone who has not dealt with it so far. Explain which part of the response you disagree with and why. If the matter still cannot be resolved between us, you retain your legal rights, and a consumer booking may be capable of being pursued through other routes available to you. Nothing in this procedure limits those rights.
Section 10
10. Complaints about driving or safety
Concerns about driving standards, vehicle condition or the conduct of a chauffeur are treated as urgent and are looked at immediately rather than in turn. Where a matter concerns licensing or roadworthiness, it may need to be raised with the relevant authority as well. Licensing requirements vary by authority and the position for your journey is confirmed on request.
Section 11
11. Complaints about personal data
Complaints about how personal data has been handled are dealt with under this procedure and under our data protection framework. You also have the right to complain to the Information Commissioner's Office, and using this procedure first does not affect that right.
Section 12
12. Records and learning
Complaints are recorded together with their outcome, and are reviewed periodically to identify patterns rather than treated purely as individual incidents. Records are kept in line with the retention periods in our privacy policy, and are used to improve briefings, route planning and meeting arrangements.
Section 13
Related legal documents
These documents are read together. Where one document conflicts with another, the document that deals most specifically with the subject applies to that subject.
Acceptable Use Policy · Lost Property Policy · Safeguarding Policy
Section 14
Questions about this document
If any part of this document is unclear, raise it before you confirm a booking rather than afterwards. Journey-specific requirements are agreed in the written quotation and confirmation, which take precedence over general guidance on this page.