📋 Complaints Policy
Direct Airport Rides – Customer & Data Complaints Procedure
We are committed to resolving issues quickly, fairly, and in line with local licensing laws.
1. Purpose
We are committed to delivering a high-quality service. If something goes wrong, we aim to resolve issues quickly, fairly, and in line with local licensing laws.
This policy covers both service complaints and data protection concerns.
2. How to Make a Complaint
a) Service Complaints
If your complaint relates to any of the following, please follow the steps below:
- Driver behaviour
- Vehicle condition
- Late arrivals or overcharging
- Any service-related matter
Step 1 — Contact Us
Email (Service):
admin@directairportsrides.com
Phone:
(+44) 203 411 1211
Postal Address:
Regus – Redhill Town Centre, Abbey House, 25 Clarendon Road, Redhill, RH1 1QZ
What to include:
- Your name and contact details
- Date, time and details of the journey or incident
- Driver name or vehicle/booking reference (if known)
- Any supporting evidence (photos, receipts)
Response times: We aim to acknowledge receipt of your complaint within 3 working days and provide a full response within 10 working days.
b) Escalation — If Your Complaint Is Not Resolved
If you remain dissatisfied after our response, you may escalate the complaint to the local licensing team:
Licensing Team — Reigate & Banstead Borough Council
📧 licensing@reigate-banstead.gov.uk
📬 Town Hall, Castlefield Road, Reigate, RH2 0SH
3. Data Protection Complaints
If your complaint concerns the handling of personal data (e.g., access requests, data inaccuracies, or data breaches), please contact our Data Protection team:
Data Complaints Contact
📧 privacy@directairportsrides.com
Provide as much detail as possible, including relevant dates, the nature of the concern, and supporting documents.
4. What We Will Do
- Acknowledge receipt and log the complaint.
- Investigate the issue fairly and objectively.
- Keep you informed of progress and outcomes.
- Take actions to resolve the issue and prevent recurrence where appropriate.
5. Further Escalation
If you are not satisfied with the outcome of your complaint about data protection, you have the right to raise the matter with the Information Commissioner's Office (ICO):
6. Record Keeping
We keep records of complaints and outcomes to ensure transparency and to help us improve our services. Records are retained in line with our retention policy.
7. Review & Responsibility
The company director (or nominated complaints officer) is responsible for ensuring this policy is implemented and reviewed periodically.
Need Help Submitting a Complaint?
If you need assistance (e.g., translation or accessibility support), please contact us at admin@directairportsrides.com
Last Updated: January 2024 | Version: 1.0