01
Receiving Complaints
- Passengers can submit complaints by telephone, email (bookings@tawithsa.co.uk), or in writing to the operating centre (77 Fulham Palace Road, London, W6 8JA).
- All complaints are logged in a secure Complaints Register, including the passenger’s name, contact details, date, nature of the complaint, and action taken.
02
Responsibility
- The Operations Manager (currently Samet Raim Ahmed) is responsible for reviewing, investigating, and resolving all complaints.
- Each complaint is acknowledged within 7 working days and investigated fully.
- The outcome and any corrective action are communicated to the passenger within 14 working days where possible.
03
Reporting to TfL
Any complaint involving driver misconduct, safety, harassment, discrimination, overcharging, or licensing breaches will be escalated to the Transport for London (TfL) Taxi & Private Hire Licensing Team immediately.
04
Record Keeping
Complaint records are securely retained for a minimum of 12 months, available for inspection by TfL officers upon request.
N1Q LTD ensures that all complaints are handled professionally, with a focus on continuous improvement, passenger safety, and compliance with TfL requirements.