A to B Travel & Executive

Complaints Policy

How to complain, and what we do about it.

How to complain

Email bookings@atobtravel.org · Call or message 07521 264775

Please tell us:

• your booking reference, or the date and time of the journey
• what happened
• what you would like us to do about it

You can complain whether you booked with us directly or your journey came through another operator. If the booking was made through someone else, we may need to involve them.

What we do, and when

Where something takes longer — for example if the driver is away, or another operator is involved — we will tell you why and when to expect an answer rather than leave you waiting.

What looking into it means

Every journey we take is recorded: the booking, the times, the addresses, the vehicle and the driver. A complaint is checked against that record, not against memory.

We will speak to the driver concerned. Where a complaint is about something that can be checked — a time, a route, a charge — we check it.

Possible outcomes

• Resolved — we agree something went wrong and put it right. That may be an apology, a refund, a credit, or a change to how we do something
• Not upheld — having looked into it, we do not agree. We will explain why
• Escalated — where the matter needs the Council, the police or another operator

If you are not satisfied

You can report a private hire driver or vehicle incident directly to Liverpool City Council, who license us as a private hire operator.

We would rather resolve the matter with you directly, but it is your right to raise it with the Council and we will not stand in the way of it.

How to reach them:

• Online: liverpool.gov.uk/contact-us/complaints-and-feedback/make-a-complaint-about-a-taxi-driver
• Telephone: 0151 233 3015
• By post: Licensing and Regulatory Services, Liverpool City Council, Cunard Building, Water Street, Liverpool, L3 1AH

It helps them if you have the date and time, the vehicle registration and the driver's badge number — all of which are on your booking confirmation.

Serious matters

Some things are not simply complaints. Anything involving passenger safety, driver conduct, an accident, discrimination or criminal behaviour is treated as a serious matter, dealt with immediately.

Where required by law or by our operator licence conditions, we report serious matters to Liverpool City Council. This may include allegations of sexual misconduct, violence, racism or other equality breaches, dishonesty, overcharging, or plying for hire.

Drivers are required to report incidents of this kind to us as soon as they can.

Drivers

Where a complaint concerns a driver, we discuss it with them. Repeated or serious complaints affect how much work we allocate, and in serious cases we stop working with a driver altogether.

Drivers are treated fairly in this too — a complaint is looked into, not simply believed.

Where a complaint is serious, we ask Liverpool City Council's Licensing team whether the driver should continue working while the matter is looked into, and we follow their answer. Licensing decisions are theirs, not ours.

Where there is an immediate risk to passenger safety, we stop allocating work to that driver straight away and contact Licensing afterwards.

Our records

Every complaint is recorded — what was said, what we did, and how it ended — against the booking it relates to.

We keep these records because they are part of running a licensed operation properly, and because an authorised Council officer or police officer may ask to see them.

07521 264775 · bookings@atobtravel.org · atobtravel.org