Sophandre Transport – Complaints Policy

At Sophandre Transport, we are committed to delivering exceptional service. However, we recognize that sometimes things may go wrong. This policy ensures that all complaints are handled fairly, consistently, and promptly.

This policy applies to all customers who use any of our services.

Complaints can be submitted:

Online: Via our website using the complaints form.

Email: [email protected]

Phone: 07956 630 556

Handling Your Complaint

Acknowledgment: We aim to acknowledge all complaints within 2 working days.

Resolution: A full response will be provided within 7 working days.

Escalation: If you're not satisfied, the issue can be escalated to a senior manager for review.

We will:

Treat your complaint seriously.

Investigate thoroughly and fairly.

Apologize where we are at fault.

Learn from feedback to improve our service.

Customer Name: _____________

Date of Journey: ____

Pickup Location: _____________

Drop-off Location: _____________

Driver’s Name (if known): ___________

Vehicle Registration (if known): _________

Contact Email or Phone: ____________

☐ Late arrival

☐ Driver behavior

☐ Vehicle condition

☐ Overcharging / Fare issue

☐ Unsafe driving

☐ Other: ___________

Details of Complaint:

Preferred Method of Contact:

☐ Email ☐ Phone ☐ Post

Signature (if printed): __________

Date: __________