Complaints Policy

At HerFleet, we are committed to providing excellent service. We take all complaints
seriously and aim to resolve them quickly and fairly. Below is our complaints policy:

1. Making a Complaint If you wish to make a complaint, please contact us by:
● Email: bookings@herfleet.co.uk
● Phone: 07740548006
Please include details such as your booking reference, the date and time of your ride, and a
description of your concern.

2. Complaint Handling Process Once we receive your complaint, we will:
● Acknowledge your complaint within 48 hours.
● Investigate the issue and respond within 7 working days with an outcome or update.

3. Types of Complaints We handle the following complaints:
● No-Shows: If the driver does not show up at the agreed time, we will investigate and
resolve the issue.
● Cancellations: please give at least 24 hour's notice. A cancellation fee may apply for late cancellations.
● Soiled in the Car: If you soil the vehicle (e.g., vomit or excessive litter), a cleaning fee of £100 will be charged.

4. Investigation and Resolution After receiving your complaint, we will:
● Review available evidence (like GPS tracking and driver logs).
● Contact the driver for their side of the story.
● Inform you of the findings within the stated time frame.

If your complaint is valid, we will:
● Offer an apology and explanation.
● Provide a refund or partial refund where appropriate.
● Take steps to prevent the issue from happening again.

5. Compensation and Refunds Compensation may be offered, such as:
● A partial refund.
● A voucher for a discounted ride.
● Any other suitable remedy based on the complaint.

6. Escalation Process If you're not satisfied with the resolution, you can escalate the
complaint to a senior manager. If the issue is still unresolved, you may contact
external bodies like Milton Keynes City Council or Citizens Advice Bureau.