Help us to put things right:

City Cabs (Edinburgh) Ltd. is committed to delivering an efficient and professional taxi service. We aim to provide a prompt, courteous, helpful service. We are always keen to hear the views of our customers, about our performance generally – what we do right and what we do wrong.

We recognise like all organisations, from time to time things can go wrong, and we do not provide the Standard of Service that we have set ourselves. We are especially keen to hear about such instances since they provide us with an opportunity to put things right and to learn from our mistakes. That way, we can get it right next time.

Types of complaints handled

Handling complaints quickly, fairly and helpfully is a key part to our approach to service delivery.
Examples of complaints about our service:

• Dissatisfaction with the way in which we have handled an initial taxi booking.
• A perceived error or maladministration when processing a booking.
• Dissatisfaction with late arrival of taxi.
• Dissatisfaction with manner, behaviour and attitude of drivers
• Any expression of dissatisfaction.

Sometimes things go wrong and City Cabs (Edinburgh) Ltd. does not provide the quality of service expected.
When this happens we will endeavour to:
• Ensure that making a complaint is as easy as possible.
• Treat a complaint seriously whether it is made in writing by letter, fax, e mail or by telephone.
• Deal with it promptly, politely and where appropriate, informally (for example by telephone).
• Include in our response an apology where we have got things wrong, an explanation of the position, or information on any actions taken, and
• Learn from complaints, use them to improve our service and (publish information on complaints in our Annual Report).

How to make a complaint

Customer information:
You can make a complaint in writing by letter, via fax, email or by telephone. If you are emailing, please let us know if a reply by email is acceptable and, if not please provide a telephone number or full address.

Complaints should normally be directed to the member of staff with whom you have been dealing. This will give them the opportunity to explain what actions have been taken and to try to sort things out with you. If you would prefer, you can ask the member of staff for the name of their line manager and direct your complaint to them.

What happens next

We will use our best endeavours to:

• Treat complaints thoroughly, fairly and politely and investigate them sensitively, and
• Respond promptly. Our target for replying to complaints is 14 working days from the date of receipt. If it is not possible to give you a full reply within this time – for instance because detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint, and when you can expect a full reply and from whom.
• Our first response to your complaint should resolve your problem; however, if you are unhappy with our reply, or need further help, you can write to City Cabs (Edinburgh) Ltd., Complaints Manager who will consider the issues afresh, and try to resolve them.

Our Complaints Manager is:

Veronica Cullen
City Cabs (Edinburgh) Ltd
1A Atholl Place
Edinburgh
EH3 8HP
E Mail: veronica.cullen@citycabs.co.uk
Telephone: 0131 229 5619
Fax: 0131 228 4713