Got it wrong? Tell the owners.
No firm running thousands of journeys gets everything right. What we promise is the response: complaints reach the owning family directly, get investigated honestly, answered humanly and fixed where fixing is possible — usually faster than you expect.
Complaints, in full.
Last reviewed June 2026. Questions are always welcome at the dispatch desk.
How to complain
Phone the office, WhatsApp, or email — whichever is easiest. Give us the journey details (date, time, pickup) and what went wrong. There is no form-of-words; angry and unstructured is fine.
What happens next
You get an acknowledgement quickly — same day in office hours. We investigate properly: dispatch records, the driver’s account, journey data. You get a plain-English answer with what we found, what we are doing about it, and where a refund or gesture is right, it is made without being dragged out of us.
If you are still unhappy
Say so — it goes to the owner for a final review and a personal reply. As a licensed operator we are accountable to our licensing authority, and you may also raise serious concerns with them; we will give you their details on request without sulking.
What complaints do here
They get read at the Monday meeting, owners present, and they change things — routes, briefings, occasionally personnel. The complaint you almost didn’t send is often the one that fixes something for everyone after you.
The rest of the small print.
All of it written the same way — to be understood.