Bridgeway Executive Travel
Complaints Policy
Last updated: September 2026
Bridgeway Executive Travel is committed to providing a safe, professional and reliable private-hire service.
We recognise that occasionally a customer may be dissatisfied with a journey, booking or aspect of our service. We take complaints seriously and will deal with them fairly, promptly and professionally.
This Complaints Policy applies to all customers and other persons wishing to raise a complaint about Bridgeway Executive Travel, its operator, drivers, vehicles or services.

1. How to Make a Complaint
Customers are encouraged to raise complaints with Bridgeway Executive Travel in the first instance.
A complaint can be made by:
Email: enquiries@bridgewayexecutivetravel.uk
Telephone: 07784817851
Post:
Bridgeway Executive Travel
Yard 9, North Street, Stoke on Trent ST47DQ
Where possible, please provide:
Your full name
Your contact telephone number and/or email address
The date of the journey
The approximate time of the journey
The collection address
The destination
The driver's name, if known
The vehicle registration number, if known
Details of what happened
Any photographs, messages, documents or other evidence that may assist with the investigation
Providing as much information as possible will help us investigate the complaint properly.

2. Acknowledgement of Complaints
Where a complaint is received in writing, Bridgeway Executive Travel will acknowledge receipt as soon as reasonably practicable.
We may contact the complainant if further information is required.
Where appropriate, we may ask the complainant to provide a written statement or supporting evidence.

3. Investigation
Bridgeway Executive Travel will investigate complaints fairly and objectively.
Depending on the nature of the complaint, our investigation may include reviewing:
The booking record
The date and time of the booking
Collection and destination details
Driver and vehicle information
Communications relating to the booking
Evidence supplied by the complainant
Information supplied by the driver
Any available vehicle or journey records
Any previous relevant complaints
Where appropriate, the driver or other person involved may be given an opportunity to provide information concerning the complaint.

4. Outcome
Once the investigation has been completed, Bridgeway Executive Travel will provide the complainant with an appropriate response.
Depending on the circumstances, the outcome may include:
Confirmation that the complaint has been upheld
Confirmation that the complaint has not been substantiated
An explanation of the circumstances
An apology where appropriate
Corrective action
Changes to our procedures or service
Referral of the matter to the relevant licensing or enforcement authority
We will not disclose confidential information about another person to a complainant where doing so would breach data-protection requirements.

5. Serious Complaints and Licensing Requirements
Certain complaints are required to be reported to the City of Wolverhampton Council Licensing Authority.
Where a complaint concerns matters including:
Dangerous driving
Discrimination
Refusal of service relating to an assistance dog or wheelchair user
Dishonesty
Drink driving or driving under the influence of drugs
Drugs
Exploitation
An incident resulting in death or injury
Possession of a weapon
Sexual offences
Terrorism or extremism
Violence
Bridgeway Executive Travel will comply with the relevant Wolverhampton licensing requirements and report the matter to the Licensing Authority as required.
Where a complaint relates to a driver or journey, information that may be required by the Licensing Authority can include the hirer's details, details of the complaint and evidence, booking information, driver details, vehicle details and relevant journey information.

6. Safeguarding Complaints
Any safeguarding concern involving a child or vulnerable person will be treated seriously.
Safeguarding concerns will be recorded and dealt with in accordance with the requirements of the licensing authority and relevant safeguarding procedures.
Where there is an immediate risk to a child or another person, the appropriate emergency services will be contacted.
For an emergency requiring immediate police assistance, call 999.
For non-emergency police matters, call 101.

7. Complaints About Accessibility or Discrimination
Bridgeway Executive Travel does not tolerate unlawful discrimination.
Complaints involving discrimination, accessibility, assistance dogs, wheelchair users or refusal of service will be treated seriously and investigated.
Where such a complaint falls within the categories that must be notified to Wolverhampton Licensing, we will make the required notification.

8. Complaint Records
Bridgeway Executive Travel maintains records of complaints in accordance with its private-hire operator licensing requirements.
Complaint records will include, where applicable:
The complainant's name
The complainant's contact information
Details of the complaint
Details of any action taken by Bridgeway Executive Travel
Complaint records will be retained for at least 12 months in accordance with the requirements of the City of Wolverhampton Council private-hire operator licensing conditions.
The records may be made available to an authorised officer of the Licensing Authority where legally required.

9. Confidentiality and Data Protection
Information provided as part of a complaint will be handled securely and in accordance with applicable UK data-protection legislation.
Personal information will only be used for legitimate purposes connected with investigating, responding to and administering the complaint, complying with legal obligations, or protecting passengers, drivers and the public.
Customers should be aware that information relating to a complaint may need to be provided to the City of Wolverhampton Council Licensing Authority, police or another authorised body where required by law or licensing conditions.

10. Escalation to Wolverhampton Licensing
Customers may also report concerns directly to the City of Wolverhampton Council.
Wolverhampton Council provides an online facility for reporting concerns about licensed private-hire drivers, vehicles and operators. The Council's current complaints process asks for details such as the date and approximate time of the incident, journey details, vehicle information, driver information and supporting evidence where available.
Customers can access the Council's taxi complaints service through the City of Wolverhampton Council Taxi Feedback and Complaints service.
The Council also publishes a dedicated taxi complaints telephone number:
01902 55 TAXI

11. False or Malicious Complaints
Bridgeway Executive Travel will investigate genuine complaints fairly.
We will not discourage customers from making legitimate complaints.
However, knowingly providing false information or making malicious allegations may be taken into consideration when investigating a complaint and may be referred to the appropriate authority where necessary.

12. Review of Complaints
Complaints will be used, where appropriate, to identify opportunities to improve the service provided by Bridgeway Executive Travel.
Where a complaint identifies a genuine failure or area for improvement, we will consider what reasonable action can be taken to prevent the same issue occurring again.

13. Contact Details
Bridgeway Executive Travel
Telephone: 07784817851
Email: enquiries@bridgewayexecutivetravel.uk
Address: Yard 9, North Street, Stoke on Trent Staffordshire ST47DQ
Bridgeway Executive Travel
Pre-booked private-hire and executive passenger transport services.