In the event of a passenger or customer feels a drivers behaviour or conduct has been unacceptable, or that the companies behaviour or conduct has been unacceptable, a formal complaint should be made.

Any complaint should be made in writing to;

Abbey Cars,

Abbey Close,

Horsham St Faith,

Norwich,

Norfolk NR10 3JW.

Where possible the passenger or customer should clarify the nature of any complaint or grievance. Specify passenger’s name, pickup and drop-off details, date and driver/vehicle involved. The company will respond to any complaint by the end of the next working day and will endeavour to provide an amicable solution to any complaint within 5 working days. Where the suggested solution does not meet the approval of the complainant, the company should be informed of such and will where possible amend the original solution and forward it to the person or organisation with the grievance for approval.

Where no solution can be agreed between the company and the person or organisation with a grievance or complaint, then the matter may need to be taken further. Contact details in such cases are listed below.

Relevant regulatory bodies, for your information.