Complaints Policy

1. Our Commitment

1.1 Hoopoe Electric Ltd ("we", "us", "our") aims to provide a safe, punctual, and professional chauffeur service on every journey. If something has gone wrong, we want to know about it so we can put it right and improve.

2. How to Make a Complaint

2.1 You can complain by any of the following channels:

Email: hoopoe.electric@gmail.com
Phone: 020 3170 7588
WhatsApp: +44 7791 738725

2.2 To help us investigate, please include: your name and contact details, the booking reference (if available), the date, time and route of the journey, and a description of what happened.

3. What Happens Next

3.1 We will acknowledge your complaint within 2 working days.

3.2 We will investigate and provide a full response within 14 days. If the investigation needs longer (for example, where third parties are involved), we will tell you and keep you updated.

3.3 Where a complaint is upheld, we will offer an appropriate remedy, which may include an apology, a partial or full refund, or a credit towards a future journey.

3.4 Complaints are recorded and reviewed so that recurring issues are identified and fixed.

4. Escalation

4.1 We are a private hire operator licensed by Transport for London (TfL). If you are not satisfied with our response, or if your complaint concerns safety or licensing, you may contact TfL Taxi & Private Hire at tph.comments@tfl.gov.uk or via tfl.gov.uk.

5. Lost Property

5.1 If you have left an item in one of our vehicles, contact us as soon as possible using the details above. Found items are held securely in line with our Terms & Conditions.