Complaints and lost property

We want every journey to go well. If something has gone wrong, or you have left something in one of our cars, our office is here to help, day and night.

Lost something?

Call 020 3488 7664 as soon as you can. The quicker you call, the more likely we are to catch the driver before the next journey. You can also email info@commercialcar.co.uk.

Please tell us:

• your booking number, or the date, time, pickup and drop-off of your journey
• what you lost, and anything that will help us recognise it
• the best number to reach you on

Every journey is on record, so we know which driver and which car took you. We contact the driver, and every item handed in is logged.

We keep found items for 28 days. We will arrange for you to collect your item, or agree any delivery cost with you first. After 28 days we may hand unclaimed items to the police or dispose of them safely.

Making a complaint

You can complain:

• by phone: 020 3488 7664, 24 hours a day
• by email: info@commercialcar.co.uk
• by post: Commercial Cars UK LTD, 281a Barking Road, London E13 8EQ

Please include your booking number, the date and time of the journey, and what happened. If it is about a driver, the car's registration helps too.

What happens next

• We record every complaint, as our TfL operator licence requires.
• We look into it: we check the booking record and speak to the driver and our staff.
• We reply to every complaint within 7 days. If we need longer to look into it properly, we tell you why and when you will hear from us.
• If we got it wrong, we say so and put it right. That may mean a full or partial refund.

If you report something that may be a crime, or that puts anyone's safety at risk, we treat it as urgent and may pass it to the police and to TfL. In an emergency, always call 999.

If you are not happy with our answer

Transport for London licenses us, our drivers and our cars, and can look into complaints about licensed private hire operators, drivers and vehicles. You can contact TfL's Taxi and Private Hire team through tfl.gov.uk/info-for/taxis-and-private-hire.

If we cannot settle your complaint, we will tell you so in writing and say whether we will use an alternative dispute resolution scheme. You can also seek advice from Citizens Advice (citizensadvice.org.uk), and you keep your right to take your claim to court.

Complaints about how we use your personal information can also go to the Information Commissioner's Office. Our Privacy policy explains how.