投诉流程

If a journey did not go the way it should have, we want to know. This page sets out exactly what we do with a complaint and how long each step takes.

本文件以英文提供。以英文版本为准。

How to complain

You can raise a complaint in any of these ways:

  • Using the form on our contact page and choose “Something went wrong”.

Please include your journey number (it begins with APL and is on your ticket), the date of travel and what happened. If a complaint concerns the conduct of a driver or the condition of a vehicle, tell us the vehicle registration if you have it.

What happens next

  1. We acknowledge it within one working day. You get a reference so you can follow it up.
  2. We investigate. That normally means reviewing the booking record, the route and timings, and speaking to the driver.
  3. We give you an answer within ten working days. If an investigation needs longer, we tell you why and when to expect it.
  4. We record the outcome. Every complaint and its resolution is kept on file.

Putting things right

Where we got it wrong, the remedy depends on what happened: a refund, a partial refund, or covering a cost you were put to. We will say plainly what we are offering and why.

If you are not satisfied with our answer

Ask us to review it and we will look again, with someone who was not involved the first time where that is possible.

You can also raise the matter with Transport for London, who license private hire operators, drivers and vehicles in London. Complaints about a licensed operator can be made to TfL directly, and you do not need our permission to do so.

If your complaint concerns a payment, you may also have rights through your card provider.

Lost property

Contact us with your journey number as soon as you notice something is missing. Items found in a vehicle are logged against the journey and held for collection. Items left in a licensed taxi (a black cab) rather than a private hire vehicle go through TfL's lost property service instead.

Our record keeping

As a licensed operator we record every booking before the journey takes place and keep those records, including complaints, for at least twelve months. That is why we can usually tell you exactly what happened, and when, rather than relying on recollection.