Customer Complaints Policy
We aim to provide a safe, dependable and professional chauffeur service. If something went wrong with your booking or journey, please tell us so the matter can be investigated and responded to properly.
This policy explains how to raise a complaint with Drive Chauffeur, what information helps us investigate it, the review process we follow and how serious licensing or safety concerns can be escalated.
How to make a complaint
Please use our online Complaint Form where available, or contact us directly if you are unable to use the form. Providing clear booking information helps us identify the journey and investigate what happened.
If your complaint concerns a booking fee, cancellation charge, waiting charge or refund request, we will review the matter against the booking terms that applied to the journey. Please also read our Terms & Conditions.
Our review process
Complaints are reviewed internally by management. The information considered will depend on the nature of the complaint and the records reasonably available for the booking.
Within 3 working days
We aim to confirm receipt of your complaint within three working days and may ask for additional information if it is needed.
Review the journey
Management may review booking and dispatch records, relevant GPS or journey information where available, correspondence and information from the chauffeur or operator involved.
Within 10 working days
We aim to provide our findings and a full response within ten working days. If a complex matter requires longer, we will aim to explain the reason and provide an update.
Escalating a serious concern
Drive Chauffeur is a licensed Private Hire Operator regulated by Guildford Borough Council. If your complaint involves a serious safety concern, alleged driver misconduct or another matter you believe should be brought to the attention of the licensing authority, you can contact the council independently.
You do not have to wait for Drive Chauffeur's internal process to finish before contacting an appropriate authority where the matter is urgent or serious.
Guildford Borough Council Licensing
The council publishes information about taxi and private-hire licensing and how to contact its licensing service. Use the council's official website for the current contact and reporting options.
Guildford Borough Council LicensingFair handling of complaints
We will consider complaints on their individual facts and the evidence reasonably available. Raising a complaint will not affect your right to contact a licensing authority, consumer body, insurer, police or another appropriate organisation where relevant.
We ask customers to provide accurate information and to retain relevant emails, booking confirmations, receipts or other records that may assist with an investigation.
Need to raise a concern?
Provide your booking details and a clear description of what happened so we can investigate it.