Complaints Policy

1. Purpose
This policy sets out how Star 401 handles customer complaints in a fair, timely, and effective manner. We are committed to providing high-quality service and value all feedback as an opportunity to improve.

2. Scope
This policy applies to all complaints received from customers regarding our taxi services, drivers, vehicles, booking process, or any other aspect of our business.

3. How to Make a Complaint
Customers can make a complaint in the following ways:

Email: info@star401.co.uk
Phone: 01942 810401
Post: 95 Market Street, Westhoughton, Bolton, BL5 3AA
In person: At our office during business hours

4. Information Required
When submitting a complaint, please provide:

Your full name and contact details
Date and time of the incident
Booking reference or driver details, if available
A clear description of the issue

5. Complaint Handling Process

Acknowledgement: We will acknowledge your complaint within 7 working days.
Investigation: We aim to fully investigate and resolve complaints within 21 working days. Complex cases may take longer, in which case we will keep you updated.
Resolution: We will provide a written response outlining the findings and any actions taken.

6. Appeals
If you are not satisfied with our response, you may request a review by a senior manager. This should be requested within 14 days of receiving our response.

7. External Bodies
If the issue remains unresolved, you may contact:

Bolton Council Licensing Authority
Wolverhampton Council Licensing Authority
Citizens Advice (www.citizensadvice.org.uk) for further guidance

8. Confidentiality
All complaints will be handled with confidentiality and in accordance with data protection laws.

9. Policy Review
This policy will be reviewed annually to ensure its effectiveness and compliance with relevant regulations.