1. Purpose

At Reddy Travel Ltd, we are committed to providing a high level of service. We value all feedback from our customers and take complaints seriously. This policy outlines how customers can lodge complaints, the process we follow, and how we aim to resolve issues promptly and fairly.

 

2. Scope

This policy applies to all complaints made by customers regarding any aspect of our taxi services, including drivers, vehicles, bookings, and customer service. It is intended to ensure that complaints are dealt with systematically and in a timely manner.

 

3. How to Make a Complaint

3.1. In Person

Customers can make complaints directly to our drivers or staff. In such cases, the driver or staff member must document the issue and forward it to management for resolution.

3.2. By Phone

Customers can call our office at 01995 676160 to lodge their complaint. Our team will note the details and take steps to resolve the issue as quickly as possible.

3.3. By Email

Complaints can be sent via email to reddytravelgarstang@gmail.com. Customers should provide as much detail as possible, including:

• Date and time of the incident.

• Vehicle registration number or driver’s name (if known).

• Nature of the complaint.

• Desired outcome, if applicable.

3.4. Online

Customers can submit complaints through our website by filling out the online complaint form at the bottom of the page. All information provided will be treated confidentially.

 

4. Complaints Process

4.1. Acknowledgement

Upon receiving a complaint, Reddy Travel will acknowledge receipt within 24 hours (or the next business day if received outside office hours). The customer will be informed that their complaint is being reviewed, and they will receive a reference number for future communication.

4.2. Investigation

Each complaint will be thoroughly investigated by our management team. The steps include:

• Reviewing the incident details and any relevant information (e.g., driver logs, booking details, vehicle GPS records).

• Speaking with the driver or staff member involved, if necessary.

• Gathering additional information or statements from witnesses or other passengers, if applicable.

4.3. Response Time

We aim to resolve all complaints within 7 business days. If more time is required, we will inform the customer and provide an updated timeline for resolution.

4.4. Resolution

Based on the investigation, Reddy Travel will take appropriate action to resolve the issue. This may include:

• Offering an apology or explanation to the customer.

• Issuing a partial or full refund for the service.

• Providing a discount or complimentary future ride as a goodwill gesture.

• Addressing any driver conduct issues through internal disciplinary measures or further training.

• Making operational changes to prevent similar issues from arising.

Once the complaint has been resolved, we will inform the customer of the outcome via their preferred contact method (phone, email, etc.).

 

5. Escalation of Complaints

If the customer is not satisfied with the outcome or how their complaint was handled, they can request that the complaint be escalated to senior management. Senior management will review the case and provide a final response within 14 business days.

In cases where the customer remains unsatisfied, they may choose to escalate the complaint to external regulatory bodies such as:

• Local Licensing Authority

• Consumer Rights Advisory Services or Ombudsman Services (where applicable).

 

6. Confidentiality

All complaints will be handled confidentially, and personal information will only be shared with the individuals necessary to resolve the issue. We comply with all data protection regulations to ensure that customer privacy is respected.

 

7. Recording and Monitoring Complaints

Reddy Travel is committed to improving our service. To do this:

• All complaints and their outcomes will be recorded in our complaints log.

• Regular reviews of the complaints log will help identify recurring issues or patterns.

• Feedback from complaints will be used to implement training and service improvements.

 

8. Continuous Improvement

We aim to continuously improve our complaints handling process. This policy will be reviewed annually to ensure it remains effective and relevant to the needs of our customers.