Complaints.
Handled With Care.

Winchester Executive Transfers — Customer Complaints Procedure

1. Purpose

This procedure sets out how Winchester Executive Transfers receives, investigates, records and resolves customer complaints in a fair, transparent and timely manner.

2. Commitment to customers

We are committed to providing a safe, reliable, professional and courteous private hire service. All complaints are taken seriously and investigated impartially.

3. How to make a complaint

Complaints may be submitted by telephone, email, post or in person. Customers should provide details of the journey, date and time, driver details if known, and a clear description of the issue.

4. Complaint handling process

1. We will acknowledge the complaint within three working days.
2. The complaint will be investigated by management.
3. A full response will normally be provided within 14 working days.
4. We will seek resolution through explanation, apology, corrective action, training or referral where appropriate.

5. Serious complaints

Complaints involving passenger safety, dangerous driving, discrimination, harassment, safeguarding concerns or criminal behaviour will be prioritised and may be referred immediately to the police or the relevant licensing authority.

6. Record keeping

All complaints, investigations and outcomes will be documented and retained in accordance with applicable licensing requirements.

7. UK GDPR and data protection

Personal information supplied as part of a complaint will be processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Information will be used solely for investigating and resolving complaints, meeting legal obligations and maintaining service standards. Information will only be shared where required by law or with relevant authorities.

8. Contact details

9. Escalation

If a customer remains dissatisfied after receiving our final response, they may contact Winchester City Council as the relevant licensing authority.