The Sovereign Drive

Complaints Procedure

The Sovereign Drive aims to provide a professional, safe and reliable chauffeur experience. Complaints are taken seriously and are used to improve service quality, safety and compliance.

How To Make a Complaint

Complaints may be submitted by email, telephone, WhatsApp Business, website enquiry or written correspondence. Please include the booking reference, journey date, pickup and destination details, passenger name, driver or vehicle details if known, and a clear description of the issue.

Complaint Records

We may record the date received, complainant details, booking reference, journey details, driver and vehicle information, nature of complaint, evidence reviewed, investigation actions, outcome, corrective action and closure date.

Acknowledgement and Investigation

We aim to acknowledge complaints promptly, normally within 2 to 5 working days. Investigations may include review of booking records, dispatch records, communications, journey history, driver comments and supporting evidence.

Serious Complaints

Complaints involving passenger safety, criminal allegations, discrimination, safeguarding or serious driver misconduct will be prioritised. Where required, The Sovereign Drive may suspend allocations, contact police, notify Transport for London, cooperate with authorities or take corrective action.

Possible Outcomes

Outcomes may include complaint upheld, partially upheld or not upheld; driver advice or warning; additional training; operational improvement; refund or goodwill gesture; removal from dispatch; or referral to relevant authorities.

Contact

Email: info@thesovereigndrive.com
Telephone / WhatsApp: 02038257948