Complaints Policy
At Long Distance Taxis (LDT), we are committed to providing a safe, reliable, and professional service for all passengers. This policy sets out how complaints, disputes, and incidents are reported, investigated, and resolved. It applies to drivers, operators, and passengers using our services.
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1. Purpose of the Policy
- To ensure that all complaints and incidents are handled fairly, consistently, and quickly.
- To provide a clear process for reporting and resolving issues.
- To promote trust, safety, and accountability across our service.
2. Scope of the Policy
This policy covers:
- Passenger complaints about drivers, vehicles, or service standards.
- Driver or operator complaints about passengers, bookings, or payments.
- Incidents including accidents, disputes, lateness, or safety concerns.
3. Reporting a Complaint or Incident
Passengers
Drivers and Operators
- Drivers must report:
- o Passenger complaints raised directly to them
- o Accidents, disputes, or significant lateness
- o Any incident affecting safety or service
- Reports must be submitted to LDT management within 72 hours.
4. Recording Complaints and Incidents
- All complaints and incidents will be logged in the LDT Complaints Register.
- Each case will be assigned a reference number for tracking.
- Relevant documents (emails, call records, driver statements, photos if applicable) will be stored securely.
5. Investigation Process
- LDT will acknowledge receipt of the complaint within 48 hours.
- Investigations may include:
- o Speaking with the complainant
- o Contacting the driver/operator involved
- o Reviewing journey records, GPS data, and booking details
- LDT aims to resolve most complaints within 10 working days. Complex cases may take longer, but updates will be provided.
6. Outcomes and Resolution
Possible outcomes may include:
- Apology and reassurance to the complainant
- Refunds or fare adjustments where appropriate
- Training or reminders for drivers/operators
- Warnings, suspension, or termination of driver/operator accounts in serious cases
- Referral to local licensing authorities or police if required by law
7. Confidentiality
- All complaints and investigations are treated as confidential.
- Information will only be shared with those directly involved in resolving the complaint or with regulators where legally required.
8. Escalation Procedure
If a complainant is not satisfied with the outcome:
- They may request a review by a senior manager at LDT.
- If still unsatisfied, they may escalate the issue to the relevant local licensing authority or, in serious cases, to the police.
9. Continuous Improvement
- Complaints and incidents will be analysed regularly to identify patterns.
- Feedback will be used to improve driver training, customer service, and operational policies.
10. Responsibilities
Drivers and Operators
- Must report complaints, accidents, disputes, and lateness within 72 hours.
- Must cooperate fully with investigations.
LDT Management
- Will log, investigate, and resolve all complaints in a timely and fair manner.
- Will take corrective action where service standards are not met.
11. Policy Review
This policy will be reviewed annually and updated as necessary to reflect best practice, legal requirements, and passenger feedback.
