1. Introduction

A1 Taxis Uppingham is committed to providing a high standard of service to all customers. However, we recognise that there may be occasions when a customer is not satisfied. This Complaints Handling Procedure sets out how we will deal with complaints in a fair and transparent manner.

2. How to Make a Complaint

If you are dissatisfied with any aspect of our service, you can make a complaint in the following ways:

• By Phone: Call us on 07368 428 822 during our office hours.
• By Email: Send your complaint to Hello@A1TaxisUppingham.co.uk.
• By Post: Write to us at:

  A1 Taxis Uppingham
  15 Ullswater Avenue,
  Edith Weston, Oakham
  Rutland, LE15 8JD

Please include the following details in your complaint:

• Your full name and contact details
• Date and time of the incident
• Details of the journey (pickup and drop-off locations)
• Driver or vehicle details (if known)
• A description of the issue
• Any supporting evidence (e.g., receipts, screenshots, or correspondence)

Providing as Much Information as Possible

To help us investigate and resolve your complaint efficiently, please provide as much relevant information as possible. Missing details may delay the investigation or affect the outcome. If further clarification is needed, we may contact you for additional information.

3. Time Limits on Complaints

Complaints should be made as soon as possible after the incident occurs. We recommend submitting complaints within 28 days of the event so that we can investigate effectively. Complaints submitted after this period may be more difficult to resolve, as records and recollections may no longer be available. In such cases, we will review the circumstances and determine if further action can be taken.

4. Complaint Acknowledgment

We will acknowledge receipt of your complaint within 5 working days and aim to provide a full response within 14 working days. If additional investigation is required, we will keep you informed of the progress and any revised timescales.

5. Investigating the Complaint

Once a complaint is received, we will:

• Review the details provided
• Speak to the relevant driver(s) or staff involved
• Examine any supporting evidence
• Take appropriate action to resolve the issue

6. Who is Responsible for Handling Complaints?

Complaints will be handled by a Operations Manager or a Managing Directors at A1 Taxis Uppingham. They will oversee the investigation and ensure a fair and impartial review of the issue. If necessary, they may liaise with other staff or external authorities to reach a resolution.

7. Complaint Resolution

We will strive to resolve your complaint fairly and promptly. Possible resolutions may include:

• An explanation or clarification of the issue
• An apology where appropriate
• A refund or compensation (where applicable)
• Staff training or policy improvements

If you are satisfied with the resolution, the complaint will be closed. If you are not satisfied, you may request further review.

8. Escalation to Rutland County Council

If you feel that your complaint has not been resolved satisfactorily, you may escalate the matter to Rutland County Council. They oversee licensing and regulatory matters for taxi services in the area.

You can contact Rutland County Council using the following details:

• By Phone: 01572 722 577
• By Email: enquiries@rutland.gov.uk 
• By Post:

  Licensing Department
  Rutland County Council
  Catmose, Oakham
  Rutland, LE15 6HP

9. Reporting Serious Incidents or Crimes

If you believe a crime has been committed or there is an immediate risk to safety, please contact the appropriate authorities:

• For emergencies, dial 999.
• For non-emergency police matters, dial 101.

While we take all complaints seriously, issues involving criminal activity should be reported directly to the police for appropriate action, as well as to A1 Taxis Uppingham.

10. Avoiding Social Media Disputes

We understand that customers may be frustrated when an issue arises, but we encourage all complaints to be directed through our official channels rather than social media. Posting complaints on social media may not lead to an effective resolution and can delay addressing the issue properly. Contacting us directly ensures that we can investigate fully and work towards a satisfactory resolution for all parties involved.

11. Confidentiality and Data Protection

All complaints will be handled in accordance with data protection laws. Your personal information will only be used for the purpose of investigating and resolving the complaint.

12. Continuous Improvement

We value customer feedback and use complaints as an opportunity to improve our services. All complaints are recorded and reviewed regularly to identify trends and areas for improvement.

For any questions about this Complaints Handling Procedure, please contact A1 Taxis Uppingham.