Complaints Policy
At Bridgeway Executive Travel, we aim to provide a professional, reliable and respectful service at all times. We take all complaints seriously and will always do our best to investigate concerns fairly and promptly.
How to Make a Complaint
If you are unhappy with any part of our service, please contact us as soon as possible by email: enquiries@bridgewayexecutivetravel.uk
When making a complaint, please include as much information as possible, including your name, contact details, date and time of the journey, collection/destination, booking reference, and driver/vehicle details if known.
- A clear explanation of what happened
- Any supporting evidence, such as photographs, messages or receipts
Serious or Urgent Incidents
If the complaint involves immediate danger, risk to life, serious injury, threatening behaviour, a crime in progress or any emergency situation, please contact the emergency services immediately by calling 999. Where appropriate, serious concerns may also be reported to the relevant licensing authority or police.
What Happens Next
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We review information, check booking details, and speak to personnel involved. We aim to respond within 5 working days.
Our Response
After investigating, we will explain findings and action taken—which may include apologizing, clarification, refunds, or procedural changes.
Complaints Involving Drivers or Vehicles
Complaints relating to driver conduct, safety, or licensing may be retained for legal/insurance purposes or shared with licensing authorities.
Unreasonable or Abusive Complaints
We deal with genuine complaints professionally, but reserve the right to cease communication if complaints are abusive, false, or made in bad faith.
Confidentiality and Data Protection
Personal info is used solely for investigating complaints and keeping records. We never sell information.
Further Action
If unsatisfied, you may raise the matter with relevant licensing authorities. By using our services, customers agree to this policy.