Complaints Process

Obencars Ltd is committed to providing high-quality service. If we fall short, we want to know so we can put things right. Here's our clear, step-by-step process.

1

Purpose & Submission

Complaints must be submitted in writing within 7 days of the incident. Please email admin@obencars.com or send via post to our Woking office address below.

2

Required Information

To help us investigate thoroughly, please include:

  • Full name & contact details
  • Booking reference number
  • Date and time of journey
  • Pickup & drop-off locations
  • Driver's name (if known)
  • Detailed description & evidence
3

Timeline for Resolution

We follow a strict 7-7-7 rule for handling your concerns:

7 working days – to acknowledge receipt of your complaint.

7 working days – to investigate and provide a full written response.

7 days – for you to request an escalation if unsatisfied.

4

Escalation & External Resolution

If the initial response is unsatisfactory, you may escalate to the Director. If you remain dissatisfied after our final response, you have the right to contact Woking Borough Council or the relevant regulatory body.

Direct Support:

Obencars Ltd, 42 Willow Way, Woking, Surrey GU22 0BW
admin@obencars.com | 01483 32 32 16

We aim to respond within 24 hours.