Complaints Procedure

Send the booking reference, journey date, passenger name and a plain description of what happened to info@platinum-chauffeurs.co.uk. A complaint may also begin through WhatsApp on +44 7775 554848, although email is preferred for documents and longer explanations.

Please include the outcome sought and any relevant message, receipt or photograph. Do not send identity documents or sensitive personal information unless it is specifically necessary and requested securely.

The complaint is acknowledged and reviewed against the confirmed itinerary, messages, supplier information and any account from the chauffeur. The person responding should address each material point rather than issue a generic reply.

If more information or time is needed, the reason is explained. The final response sets out the findings, any corrective action or remedy, and how to challenge a factual error in the review.

Possible remedies depend on what was agreed and what went wrong. They may include an explanation, correction, repeat performance where possible, or an appropriate refund or price reduction. A remedy is not limited where consumer law requires more.

Complaining does not affect the right to obtain independent advice. Consumers in England and Wales can contact Citizens Advice; Scotland and Northern Ireland provide their own public consumer-advice services.

A complaint about personal information is handled under the Privacy Policy and Data Rights Procedure. If it is not resolved, an individual may complain to the Information Commissioner’s Office.

Complaint records are accessed only by people who need them to investigate, respond, meet legal obligations or improve the service.