Complaints Policy
At Prestige Airport Transfers, we are committed to providing a high-quality taxi service to all of our clients. If something goes wrong, we encourage you to let us know. Your feedback helps us improve our services and maintain the highest standards.
How to Make a Complaint
If you have a complaint, please contact us with the details. We will review your case and aim to resolve it as quickly and fairly as possible.
By law, we have up to eight weeks to consider your complaint. If we are unable to resolve it within this period, you may refer your complaint to the Legal Ombudsman.
What Happens Next
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Acknowledgement
We will send you a letter within three days of receiving your complaint. This will confirm receipt and include a copy of our complaints procedure. -
Investigation
Your complaint will be investigated thoroughly. We will review your case file and speak with the member of staff who assisted you. -
Meeting (If Appropriate)
We will invite you to a meeting within 14 days of sending the acknowledgement letter. This will give us the opportunity to discuss your concerns and hopefully reach a resolution. -
Written Confirmation
Within three days of the meeting, we will write to you confirming what was discussed and outlining any solutions agreed upon.
If a Meeting Is Not Possible
If you prefer not to attend a meeting, or if it is not feasible, we will send you a detailed written reply within 21 days of sending the acknowledgement letter. This response will include our suggestions for resolving your complaint.
Review of Our Decision
If you remain dissatisfied after our initial response, you can request a review. In this case, a person unconnected with your matter will review our decision to ensure fairness.
We will write to you within 14 days of receiving your review request, confirming our final position and explaining the reasons for our decision.