Below is our complaints procedure to ensure that your concerns are handled efficiently and to your satisfaction.
1. Contact Information
If you have a complaint, please feel free to contact us using one of the following methods:
– Phone: 0800 999 4544 (Option 4)
– Email: complaints@executivecarsstevenage.co.uk
– In Writing: Executive Cars Stevenage, 2 Elder Close, Beeston, Sandy, Bedfordshire, SG19 1GF
2. Lodging a Complaint
When lodging a complaint, please provide the following information:
– Your full name and contact details (phone number and email)
– Date and time of the incident
– Reservation or booking reference number
– Details of the issue or concern
3. Acknowledgment
Once we receive your complaint, we will send you an acknowledgment of its receipt within 24 hours. This acknowledgment will include a reference number for your complaint, which you can use for tracking purposes.
4. Investigation
We will thoroughly investigate your complaint to understand the circumstances and determine the best course of action to resolve the issue. This may involve reviewing booking records, speaking with the chauffeur involved, or examining other relevant information.
5. Resolution
We aim to resolve all complaints within 7 business days. In some cases, more complex issues may require additional time, but we will keep you informed of the progress and any delays.
6. Communication
Throughout the resolution process, we will maintain regular communication with you to keep you informed about the progress of your complaint. We will update you on the steps we are taking to address the issue and the expected timeline for resolution.
7. Final Response
Once we have completed our investigation and resolved your complaint, we will send you a final response detailing the outcome and any actions taken. If you are dissatisfied with the resolution, you have the right to request further review.
8. Escalation
If you are not satisfied with the resolution provided in the final response, you may escalate your complaint. Please notify us of your intention to escalate your complaint, and we will direct it to a higher authority within the company for a second review.
9. Ombudsman or Regulatory Authority
If you are still dissatisfied after following our internal complaints procedure, you may contact an appropriate regulatory authority or ombudsman, if applicable, for further assistance.
We appreciate your feedback and will use it as an opportunity for continuous improvement. Your complaints help us identify areas where we can enhance our services to ensure a more satisfying experience for all our clients. Your concerns are important to us, and we are committed to addressing them promptly and effectively.
Please note that this complaints procedure is subject to change, and any updates will be communicated to our clients through our website and other communication channels. Thank you for choosing Executive Cars Stevenage, and we look forward to providing you with exceptional service.