Complaints Procedure

Complaints Procedure

We want concerns to be handled fairly, promptly and with a clear record. This procedure covers passenger, courier, delivery, accessibility, payment, driver-conduct and customer-service complaints.

Last updated: 11 July 2026.

1. Contact us first

Email support@77.taxi or write to 77 Taxi Ltd, 15 Edmondson Street, Barnoldswick, England, BB18 5EY. You may also call 01244 727 777, although a written complaint helps us investigate accurately.

2. Information to include

• Your name and preferred contact details.
• Booking reference, date, approximate time, pickup and destination.
• A clear description of what happened and the outcome you are seeking.
• Relevant photographs, receipts, messages or other evidence.
• Any urgent safety, safeguarding or accessibility concern.

3. What we will do

• Record the complaint and acknowledge it as soon as reasonably practicable.
• Review booking, communication, driver, vehicle and payment information relevant to the issue.
• Seek comments from relevant staff, drivers or service partners where appropriate.
• Provide a reasoned response and explain any remedy or further step.

We aim to acknowledge written complaints within two working days and provide a substantive response within ten working days where practicable. Complex, insurance-related or multi-party cases may take longer, and we will provide an update.

4. Safety and crime

Call 999 for immediate danger or 101 for a non-emergency police matter. Do not wait for our complaints process where urgent protection or medical assistance is required. Notify us afterwards when safe.

5. Escalation

If you remain dissatisfied, ask for an internal review by a manager. Depending on the issue, you may also be able to contact the relevant licensing authority, payment provider, insurer, Citizens Advice consumer service, the ICO for data-protection concerns, or pursue another legal remedy. We will provide relevant licensing details for the booking on request.

6. Fair treatment and records

Making a genuine complaint will not affect your right to receive services. We may restrict contact or service where communications are abusive, threatening, unlawful or unreasonably repetitive, while still considering legitimate issues. Complaint records are retained in line with our Privacy Notice and legal or licensing duties.