Complaints procedure

 We want every journey to go well. If something goes wrong, please tell us so we can put it right and learn from it.

1. How to complain

• Use the report a problem link in your booking or receipt email, or
• email info@modenlinktravelltd.com, or
• call or WhatsApp us on +44 7520 654964.

Please tell us your booking reference, the date of the journey, what happened and what you would like us to do. It helps to complain as soon as possible, while the details are fresh.

2. What happens next

1. We record every complaint, as our licence requires.
2. We acknowledge your complaint within 2 working days and tell you who is looking into it.
3. We look into what happened, including speaking to the driver and checking our booking records.
4. We aim to give you a full reply within 7 days. If we need longer, we will tell you why and when to expect an answer.
5. Our reply will explain what we found and what we will do, for example an apology, a refund or credit, or action with the driver.

3. If you are not happy with our reply

Ask for your complaint to be reviewed by a director of the company. We will reply within 14 days of your request.

4. Contacting Transport for London

We are licensed by Transport for London (TfL), operator licence number 010872011. If you are not satisfied with how we have dealt with your complaint, or your complaint is about safety or a driver's conduct, you can contact TfL's Taxi and Private Hire team online at tfl.gov.uk (Contact Taxi and Private Hire) or by phone on 0343 222 4000 (Monday to Friday, 9am to 5pm). Please include your booking reference and as much detail as you can.

5. Urgent safety concerns

If you feel unsafe during a journey, or a crime has taken place, call the police on 999 in an emergency, or 101 otherwise. Then tell us as soon as you can.

6. Other help

You can get free, independent advice about your consumer rights from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.