What should I do if I have a complaint?

If you have a complaint about any aspect of our service, we sincerely apologize for the inconvenience and are here to help resolve the issue as quickly as possible. We do have a specific complaints policy a procedure here.

  1. Immediate Concerns: If the issue is occurring during your ride or is time-sensitive, we recommend addressing it directly with your driver if it feels safe and appropriate to do so. Often, immediate concerns can be resolved on the spot.
  2. Contact Customer Service: For issues that cannot be resolved with your driver or for concerns that arise after your journey, please reach out to our customer service team. You can contact us through our website’s contact form at https://taxiyork.co.uk/contact, via email, or by calling our dedicated customer service line. Please provide as much detail as possible, including your booking reference number, the date and time of your service, and a detailed description of the complaint.
  3. Investigation Process: Once we receive your complaint, our customer service team will investigate the matter thoroughly. We may contact you for further information if needed. Our aim is to understand fully and address your concerns.
  4. Resolution: We are committed to resolving complaints fairly and efficiently. We will keep you informed throughout the process and aim to provide a resolution that is satisfactory.
  5. Feedback: After the resolution, we may ask for your feedback on how the complaint was handled. This helps us to improve our services and ensure a better experience for all our customers in the future.

Your satisfaction is very important to us, and we appreciate your feedback to help us maintain and improve our service standards.