Complaints Handling Policy

• 1. Purpose

  The purpose of this policy is to establish a clear process for managing complaints received by London Personal Chauffeur LTD, ensuring compliance with Transport for London (TfL) requirements and the relevant legislation governing private hire operations in London and providing the best service always.

• 2. Scope

  This policy applies to all complaints received from customers, the general public, or other stakeholders about any services provided by London Personal Chauffeur LTD, its drivers, or its operations.

• 3. Principles

  London Personal Chauffeur LTD is committed to:

  • Treating all complaints seriously and resolving them promptly and fairly.
  • Maintaining transparency and accountability in the complaints process.
  • Meeting all TfL obligations for complaints management and reporting.

• 4. How to Submit a Complaint

  Complaints can be submitted via the following channels:

  • Email: info@londonpersonalchauffeur.com or londonpersonalchauffeur@gmail.com
  • Telephone: +44 7400 130777 or +44 1784 640344
  • Post: London Personal Chauffeur LTD, 450 Bath Road, Longford, Heathrow, postcode UB7 3EB

  Complainants should provide the following details:

  • Date and time of the incident
  • Description of the issue
  • Vehicle registration number or driver identification (if applicable)
  • Contact details for follow-up

• 5. Complaints Handling Procedure

  1. Acknowledgment: Complaints will be acknowledged in writing within 2 working days of receipt. A reference number will be assigned for tracking purposes.
  2. Investigation: The company will investigate complaints impartially, gathering all relevant information from the complainant, driver, or other involved parties. Investigations will be concluded within 10 working days unless additional time is required, in which case the complainant will be informed of the delay.
  3. Resolution: Following the investigation, the complainant will receive a written response outlining:
     • Findings of the investigation
     • Actions taken to resolve the issue
     • Steps to prevent similar occurrences (if applicable)
  4. Escalation to TfL: Complaints involving breaches of TfL regulations, safety concerns, or driver misconduct will be reported to TfL without delay.

• 6. Reporting to Transport for London (TfL)

  London Personal Chauffeur LTD will comply with all TfL reporting obligations, including:

  • Serious Complaints: Complaints related to driver behavior, vehicle safety, or regulatory breaches will be forwarded to TfL within 24 hours of identification.
  • Record Keeping: A detailed log of all complaints, investigations, and outcomes will be maintained for at least 12 months and made available to TfL upon request.

• 7. Continuous Improvement

  Regular reviews of complaints will be conducted to identify trends and implement improvements in service delivery. Staff and drivers will receive periodic training on customer service and regulatory compliance.

• 8. Contact Details

  For further inquiries about this policy, please contact:

  Florin-Ciprian Mora
  Director, London Personal Chauffeur LTD
  Email: londonpersonalchauffeur@gmail.com or info@londonpersonalchauffeur.com
  Phone: +44 7400 130777, +44 1784 640344

Approved on: 25.11.2024 by Florin-Ciprian Mora, Director at London Personal Chauffeur LTD