Complaints Policy
Complaints Procedure
VIP Chauffeurs Travel
At VIP Chauffeurs Travel, we are committed to providing a high-quality, professional chauffeur service to all our clients.
We recognise that, on occasion, things may not go as expected. When this happens, we encourage you to inform us so that we can address the issue promptly and continuously improve our service standards.
How to Make a Complaint
Complaints must be submitted in writing within seven (7) days of service completion.
To allow us to investigate your complaint efficiently, please include the following information:
Your name and contact details
Booking reference (if available)
Date and time of service
A clear description of your complaint
Complaints should be submitted by email or via our online complaints form:
Our Complaints Process
Acknowledgement
We will acknowledge receipt of your complaint within forty-eight (48) hours of receiving it.
Investigation
Your complaint will be reviewed by our management team. This may include:
Reviewing booking and journey records
Speaking with the chauffeur or staff member involved
Discussion (Where Appropriate)
Where appropriate, we may contact you by telephone to discuss the matter and attempt to reach a resolution. This will usually take place during the investigation period.
Written Response
We aim to provide a full written response within fourteen (14) business days of receiving your complaint.
Where applicable, resolutions may include:
Partial refunds
Service credits
Goodwill gestures
Any resolution offered is made without admission of liability and at our discretion.
If Your Complaint Is Not Resolved
If you remain dissatisfied with our response, you may contact the Licensing Authority:
Licensing Department
Winchester City Council
City Offices
Colebrook Street
Winchester
SO23 9LJ
Our Commitment
We treat all complaints seriously and fairly and aim to resolve concerns in a prompt, transparent, and professional manner.
Submitting a complaint will not affect your ability to use our services in the future.