How to Make a Complaint

1. How to make a complaint

You can complain in whichever way is easiest for you:

Phone: 020 7946 0000 — a real person, during our operating hours.
Email: complaints@relaxride.co.uk
WhatsApp: message us on the number above.

To help us investigate quickly, please include: your booking reference (e.g. AT-XXXXXX), the date and time of the journey, and a description of what happened.

2. Or send it to us right here

Your name *

Phone or email (so we can respond) *

Booking reference (if you have it)

What is the complaint about? *

What happened? *

Evidence — photos or documents (optional, up to 3 files)

Photos are automatically resized. For video evidence, please WhatsApp it to us on 020 7946 0000 quoting your complaint reference.

3. What happens next

Acknowledgement within 1 working day. You will receive confirmation that we have received your complaint, with the name of the person handling it.
Investigation. We review the full booking record — every booking on our system keeps a complete history of who did what and when, including driver assignment and journey status changes.
Response within 5 working days. We aim to give you a full written response. If the investigation needs longer (for example, we are waiting on driver or third-party information), we will tell you why and give you a revised date.
Resolution. Where we got it wrong, we will apologise and put it right — which may include a refund in line with our cancellation & refund policy, a repeat journey, or changes to how we operate.

4. Serious incidents

Complaints involving safety, driver conduct, discrimination, or accessibility are treated with priority and reviewed by management. Where appropriate we will suspend a driver from receiving work through us while we investigate.

5. If you are not satisfied

If you are unhappy with our final response, you can escalate your complaint to Transport for London (TfL), the licensing authority for private hire operators in London:

Online: tfl.gov.uk — report a taxi or minicab incident
Please quote our operator licence number (shown in the footer of this website) and your booking reference.

6. Record keeping

We keep a record of every complaint, our investigation, and the outcome, in line with our obligations as a licensed private hire operator. Complaint records are retained for the period required by our licensing authority and our privacy policy.