Complaints Procedure

Welcome to the DG Cars Complaints Procedure page. Here, you’ll find all the information you need on how to raise a complaint and what to expect during the process. This guide outlines the steps to submit your concerns, how they will be handled, and the options available to ensure your issue is addressed effectively. All details are accessible via our intranet for your convenience.

At DG Cars, we are committed to delivering exceptional customer service and value all feedback from our clients. Complaints and suggestions are viewed as opportunities to address issues and continuously enhance our service.

If you have a complaint, you can reach us through the following channels:

• JIRA System (Preferred): Submit a ticket at DG Cars JIRA.
• Email: Send your concerns to support@dgcars.co.uk.
• Phone (24hrs): Call us anytime at 0115 9500500.
• Mail: Write to us at:
  Complaints
  DG Private Hire Ltd
  6 Little Tennis Street
  Colwick
  Nottingham
  NG2 4EL

Once we receive your complaint, we will strive to respond within 48 business hours.

How We Handle Complaints

Option 1 – JIRA Ticket or Email (Preferred)

1. Acknowledgement: Your ticket will be reviewed by our Customer Support Team. You’ll receive an acknowledgment within 3 working hours.
2. Details: To ensure a thorough investigation, please provide as much information as possible (e.g., booking ID, contact details, and specifics of the incident).
3. Investigation: Our team will utilise tools such as journey tracking, call recordings, and, where applicable, CCTV footage to resolve your complaint.
4. Resolution: Once a resolution has been provided, the ticket will be closed. If you are dissatisfied with the outcome, you may request escalation to our Customer Success Manager.

Why JIRA is the Best Way to Get in Touch:
Using the JIRA system is the most efficient way to raise and track complaints. It allows our team to manage cases more effectively, ensuring faster response times, clear documentation, and a smoother resolution process. Through JIRA, both customers and our team can easily track the progress of a complaint, ensuring nothing is missed.

Option 2 – Telephone (24hrs)

Our customer service phone line is available 24 hours a day, seven days a week. Call us at 0115 9500500 to speak directly with an agent who can assist with your complaint. Agents can raise a ticket on your behalf via JIRA to ensure the issue is properly tracked and addressed.

Option 3 – Written Complaint

1. Submit your complaint via post, including your contact details, booking ID, and any other relevant information.
2. We will acknowledge receipt of your letter within two working days and aim to provide a resolution within 10 working days.

Option 4 – Taxi Licensing Authority

If you are not satisfied with the resolution after our internal complaints process has been completed, you have the option to escalate the matter to the relevant taxi licensing authority. We encourage you to follow our process first, as this allows us to thoroughly investigate and resolve the issue. If needed, we can provide the appropriate licensing authority details upon written request.

Your feedback is invaluable in helping us deliver the best service possible. Thank you for giving us the opportunity to address your concerns.