Complaints Procedure

Moon Private Hire Ltd is committed to providing a high-quality service to everyone we deal with. In order to do this, we need you to tell us when we or one of our Drivers get things wrong.

Our aim is to help you resolve your complaint as quickly as possible and to do so we have set out the following core principles:

• We treat as a complaint any expression of dissatisfaction with our service which calls for a response;
• We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service;
• We treat all complaints seriously, whether they are made by letter or by email;
• You will be treated with courtesy and fairness at all times;
• We will treat your complaint in strict confidence and in accordance with the requirements of the Data Protection Act 2018 and the General Data Protection Regulation; and
• We will deal with your complaint promptly, acknowledge receipt of a written complaint within 5 working days and aim to send you a full reply within 20 working days.

What does this procedure cover?

This procedure covers complaints about:

• the standard of service we provide;
• the behaviour of our staff and Drivers; and
• any action or lack of action by staff affecting an individual or group.

What does this procedure not cover?

This procedure does not cover complaints about:

• matters that have already been fully investigated;
• anonymous complaints; and
• persistent, unjustified and or vexatious complaints.

How to complain

You can make a complaint per e-mail using [email protected], our contact form or by post to Moon Private Hire Ltd, Great Michael House, 14 Links Place, Edinburgh, EH6 7EZ, Scotland.

Whilst we are present on various social media platforms, we would like to ask you to refrain from using social media to submit your complaint and appreciate the chance to deal with your complaint first before you post or submit comments that can be dealt with more appropriately using this procedure.

Our Complaints Procedure

We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.

Stage 1
This is the first opportunity for us to resolve a complaint, and the majority of complaints will be resolved at this stage. Upon receipt of your complaint, we will:

• acknowledge your complaint within 5 working days of receipt;
• investigate the matter;
• speak to the relevant staff member or Driver, if necessary;
• deal with your complaint; and
• provide you with a full response within 20 working days.

Stage 2
If you are dissatisfied with the full response provided by us during the first stage, you may request a review. Your request should be sent to the staff member who provided you with the full response and he/she will forward your request to our director for a review.

Timescales for handling a complaint

Stage 1

• acknowledgement within 5 working days
• full response within 20 working days

Stage 2

• acknowledgement within 5 working days
• maximum 20 working days

Extending time limits

We aim to complete all complaints within the above-mentioned timescales; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep you informed of progress with the investigation, the reasons for the delay, and the new deadline.

Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.

Remedies

The general principle we follow is that a complainant should, so far as possible, be put in the position he or she would have been in, had things not gone wrong. Nonetheless, the remedy chosen needs to be proportionate and appropriate to the failure in service and take into account what a complainant is looking for when making a complain.

When we get things wrong, we will act to:

• accept responsibility
• explain what went wrong and why
• put things right by making any changes required

The action we take to put matters right can include a variety of remedies ranging from:

• a sincere and meaningful apology (explaining what happened and or what went wrong);
• remedial action, which may include reviewing or changing the service provided;
• putting things right;
• training or supervising staff; and/or
• financial compensation.

Recording complaints

We will log all complaints we receive so that we can monitor the types of problems, the best way to sort them out and how long we are taking to deal with them. This also helps us to take a closer look at how we can improve our own service delivery.

Changes

We kindly ask you to regularly inform yourself about the content of this policy. We will amend this policy as soon as changes are necessary. We will inform you as soon as the changes require an act of cooperation on your part (e.g., consent) or other individual notification.

Concerns and Contact

If you have any concerns, or any other questions or comments, you can contact us using the details provided above.