Customer Complaints Policy
We always aim to provide a safe, dependable, and professional service. If something went wrong with your booking or journey, please let us know so we can investigate and put it right.
How to log your complaint
Please fill out our online Complaint Form. To help us look into the issue quickly, make sure to include:
- Your booking reference number
- The date and time of the journey
- The driver's name or vehicle registration (if known)
Our review process
Once you submit the form, our management team handles the investigation internally to ensure a swift resolution:
- Acknowledgment: We will confirm receipt of your complaint within 3 working days.
- Investigation: Management will review the vehicle's GPS tracking, check our internal booking logs, and speak directly with the driver involved.
- Resolution: We will write back to you with our findings and a full response within 10 working days.
Licensing Authority escalation
Drive Chauffeur is a licensed Private Hire Operator regulated by Guildford Borough Council.
If you feel our team has not resolved your issue fairly—or if your complaint involves serious safety concerns or driver misconduct—you have the right to report the matter directly to the regulators.
Complaints can be submitted to the Guildford Borough Council Licensing Department via their official website at www.guildford.gov.uk.