Complain Process

• for everyone

  1. Purpose:
  This document outlines the process for handling complaints from passengers regarding the services provided by Obencars Ltd. We are committed to providing a high-quality service, and we take all complaints seriously.
  2. How to Make a Complaint:
  2.1. Written Complaints: Complaints should be submitted in writing, preferably via email, to admin@obencars.com. Alternatively, complaints can be sent by post to:
  Obencars Ltd
  42 Willow Way, Woking, Surrey GU22 0BW
  2.2. Essential Information: To ensure your complaint is handled efficiently, please provide the following information:
  Your full name and contact details (phone number and email address).
  The booking reference number (if applicable).
  The date and time of the journey.
  The pickup and drop-off locations.
  The driver's name (if known).
  A clear and detailed description of your complaint.
  Any supporting evidence (e.g., photos, screenshots).
  2.3. Timeframe: Complaints should be submitted within 7 days of the incident occurring.
  3. Complaint Handling Process:
  3.1. Acknowledgement: We will acknowledge receipt of your complaint within 7 working days.
  3.2. Investigation: We will thoroughly investigate your complaint, which may involve:
  Reviewing booking records. Speaking to the driver involved. Reviewing any supporting evidence provided.
  3.3. Response: We will provide a written response to your complaint within 7 working days of acknowledgement. This response will include:
  The findings of our investigation. Our decision regarding your complaint. Any actions we will take to resolve the issue.
  3.4. Escalation: If you are not satisfied with our initial response, you may request an escalation of your complaint to Director. This request must be made in writing within 7 days of receiving our initial response.
  3.5. Final Response: The Director will review your complaint and provide a final written response within 7 working days.
  4. Record Keeping:
  4.1. We will maintain records of all complaints received and the actions taken to resolve them.
  4.2. These records will be kept in accordance with data protection regulations.
  5. Confidentiality:
  5.1. All complaints will be handled in a confidential and professional manner.
  6. External Resolution:
  6.1. If you remain dissatisfied after our final response, you may have the right to escalate your complaint to Woking Borough Council or another relevant regulatory body. Details of how to do this can be provided upon request.
  7. Commitment to Improvement:
  7.1. We are committed to using feedback from complaints to improve our services.
  7.2. We will regularly review our complaint handling process to ensure it is effective and fair.
  Contact Information:
  Obencars Ltd
  42 Willow Way, Woking, Surrey GU22 0BW
  Email: admin@obencars.com
  Tel: 01484 32 32 16