Complaints Handling Policy

Complaints Handling Policy - Luxerides (London) Limited

Effective Date: November 2023

At Luxerides (London) Limited, we consistently strive to provide exceptional service to our passengers. However, we understand that issues may arise, and we take complaints seriously. Therefore, we aim to resolve them quickly and fairly to maintain our high standards. This Complaints Handling Policy clearly outlines how we record, investigate, and address concerns so that every passenger experiences a seamless journey. If you have a complaint, please review this policy to understand our process and commitment to customer satisfaction. 📩 For complaints, contact us at feedback@luxeridesldn.co.uk.

Recording Complaints

To ensure transparency and efficiency, our Complaints Handling Policy requires each operating centre under our licence to maintain a complaint record for private hire bookings and operator services. Specifically, this record includes:

✔️ Booking date
✔️ Driver’s name
✔️ Vehicle’s registration mark
✔️ Complainant’s contact details (if provided)
✔️ Complaint details
✔️ Investigation findings & actions taken

Types of Complaints

1. Private Hire Booking Complaints

These involve booking issues, journey experiences, or service-related concerns regarding Luxerides’ chauffeur services.

2. General Operator Complaints

These cover customer service concerns, driver behavior, or administrative matters.

How to File a Complaint

To ensure efficient resolution, all complaints must be submitted via email:
📧 feedback@luxeridesldn.co.uk.

Alternatively, visit our Contact Page for more information.

Investigation & Resolution | Complaints Handling Policy

Upon receiving a complaint, our team:

🔹 Starts an investigation within 5 working days.
🔹 Assesses the issue and takes corrective action if necessary.
🔹 For serious matters, the investigation may take up to 10 working days.
🔹 Escalates legal or regulatory concerns to the appropriate authorities.

Response & Escalation

✅ Our Complaints Handling Policy states that we should respond to all complaints within 10 working days.
✅ For complex cases, this may extend to 15 working days.
✅ If you’re not satisfied, you may escalate the complaint to Transport for London (TfL).

Retention of Complaint Records

We retain all complaint records for at least 12 months, ensuring transparency and regulatory compliance.

Data Protection & Privacy

All personal data related to complaints is handled securely in compliance with data protection laws.

Access to Complaint Records

In certain cases, authorized regulatory bodies or legal authorities may also request complaint records. To proceed, requests must be submitted in writing to our data access contact.