Complaints Policy

Last updated: August 2026

At 966 Cars & Coaches, we aim to provide a professional, reliable and high-quality transport service. However, we recognise that sometimes things may not go as expected.

We take complaints seriously and use customer feedback to help improve our services.

1. Making a Complaint

If you are unhappy with any aspect of our service, we encourage you to contact us as soon as possible.

Complaints can relate to matters including:

• A booking or quotation
• Driver conduct
• Vehicle condition
• Punctuality or service issues
• Communication
• Journey arrangements
• Charges or payments
• Any other aspect of our service

Please provide as much information as possible, including:

• Your name
• Booking reference, where applicable
• Date and time of the journey
• Pickup and destination
• Details of the issue
• Any relevant supporting information

This will help us investigate your complaint properly.

2. How to Submit a Complaint

Complaints should be submitted using the contact details provided on our website.

Where possible, complaints should be made promptly following the journey or incident so that we can investigate while the relevant information is still available.

3. How We Handle Complaints

When we receive a complaint, we will:

1. Acknowledge the complaint where appropriate.
2. Review the information provided.
3. Investigate the circumstances of the complaint.
4. Speak to relevant staff, drivers or suppliers where necessary.
5. Review relevant booking or journey records.
6. Provide a response explaining our findings and any action we intend to take.

We aim to deal with complaints fairly, reasonably and without unnecessary delay.

4. Response Times

We aim to acknowledge complaints within a reasonable period and provide a substantive response as soon as reasonably practicable.

Some complaints may take longer to investigate where they involve third parties, multiple journeys, vehicle records or other information that needs to be reviewed.

If additional time is required, we will aim to keep you informed.

5. Serious Complaints

Complaints involving allegations of serious misconduct, discrimination, unsafe driving, injury, damage, criminal behaviour or other serious matters may require additional investigation.

Where appropriate, we may refer matters to relevant authorities, insurers, licensing bodies or other organisations.

6. Complaints About Drivers

Where a complaint concerns the conduct or performance of a driver, we will investigate the matter fairly.

Where appropriate, this may involve reviewing booking records, speaking with the driver and considering any other relevant information available to us.

We will not disclose confidential information about another individual unless there is a lawful reason to do so.

7. Complaints About Vehicles

If a complaint concerns the condition, cleanliness, suitability or operation of a vehicle, we will investigate the circumstances and review the information available to us.

Where appropriate, we may inspect the vehicle or review relevant maintenance and operational records.

8. Resolution

Depending on the circumstances, possible outcomes may include:

• An explanation or clarification
• An apology
• Corrective action
• Driver or staff feedback
• A refund or partial refund where appropriate
• A review of internal procedures
• Other reasonable action to address the issue

Not every complaint will result in a refund or compensation.

9. Confidentiality and Data Protection

Information provided as part of a complaint will be handled appropriately and in accordance with applicable data protection law.

Personal information will only be used where reasonably necessary to investigate and resolve the complaint or where required by law.

For further information, please see our Privacy Policy.

10. Unresolved Complaints

If you are not satisfied with our response, please let us know and explain why.

We will review the matter further where appropriate and consider any additional information you provide.

Where a matter falls within the jurisdiction of a relevant licensing authority, regulator, ombudsman or other appropriate body, you may also have the right to contact that organisation.

11. False or Abusive Complaints

We will investigate genuine complaints fairly.

We reserve the right to take appropriate action where complaints contain deliberately false information, are made maliciously or involve threatening, abusive or inappropriate behaviour towards our staff or drivers.

This does not prevent customers from making legitimate complaints or raising genuine concerns.

12. Contact Us

If you wish to make a complaint, please contact 966 Cars & Coaches using the contact details provided on our website.

966 Cars & Coaches
Hull, East Yorkshire
United Kingdom

Website: 966cars.co.uk