Following are the Complaints Handling Policy of Driveline Trans LTD

  1. Purpose

    The purpose of this policy is to establish a clear process for managing complaints received by Driveline Trans LTD, ensuring compliance with Transport for London (TfL) requirements and the relevant legislation governing private hire operations in London and providing the best service always.

  2. Scope

    This policy applies to all complaints received from customers, the general public, or other stakeholders about any services provided by Driveline Trans LTD, its drivers, or its operations.

  3. Principles

    Driveline Trans LTD is committed to:

    • Treating all complaints seriously and resolving them promptly and fairly.
    • Maintaining transparency and accountability in the complaints process.
    • Meeting all TfL obligations for complaints management and reporting.

  4. How to Submit a Complaint

    Complaints can be submitted via the following channels:

    • Email: info@drivelinetrans.co.uk
    • Telephone: +44 20 3370 6511
    • Post: Driveline Trans LTD, 138 Watling Gardens, Postcode: LU63FE

    Complaints should provide the following details:

    • Date and time of the incident
    • Description of the issue
    • Vehicle registration number or driver identification (if applicable)
    • Contact details for follow-up

  5. Complaints Handling Procedure

    • Acknowledgment: Complaints will be acknowledged in writing within 2 working days of receipt. A reference number will be assigned for tracking purposes.
    • Investigation: The company will investigate complaints impartially, gathering all relevant information from the complainant, driver, or other involved parties. Investigations will be concluded within 10 working days unless additional time is required, in which case the complainant will be informed of the delay.
    • Resolution: Following the investigation, the complainant will receive a written response outlining:
      • Findings of the investigation
      • Actions taken to resolve the issue
      • Steps to prevent similar occurrences (if applicable)
    • Escalation to TfL: Complaints involving breaches of TfL regulations, safety concerns, or driver misconduct will be reported to TfL without delay.

  6. Reporting to Transport for London (TfL)

    Driveline Trans LTD will comply with all TfL reporting obligations, including:

    • Serious Complaints: Complaints related to driver behavior, vehicle safety, or regulatory breaches will be forwarded to TfL within 24 hours of identification.
    • Record Keeping: A detailed log of all complaints, investigations, and outcomes will be maintained for at least 12 months and made available to TfL upon request.

  7. Continuous Improvement

    Regular reviews of complaints will be conducted to identify trends and implement improvements in service delivery. Staff and drivers will receive periodic training on customer service and regulatory compliance.

  8. Contact Details

    For further inquiries about this policy, please contact:

    Driveline Trans LTD
    Email: info@drivelinetrans.co.uk
    Phone: +44 20 3370 6511

Approved on: 07.02.2025 by Driveline Trans LTD

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