COMPLAINTS

How to make a complaint:

You do not need a form and you do not need to use any particular words. Any of the following reaches us:

Telephone +44 (0)333 880 0840, twenty four hours a day

SMS or WhatsApp +44 7447 255 800

In writing Lunar Transportation Limited, 71-75 Shelton Street, London WC2H 9JQ

A complaint mentioned in passing to a chauffeur is still a complaint. Chauffeurs are required to report it to us, but telling us directly is faster.

Please tell us as soon as you can, and ideally within 7 days of completion of the journey, so that we can investigate while records and recollections are current. It helps if you have the booking reference. If you need to complain by telephone rather than in writing, or need our response in large print, tell us and we will arrange it.

What happens next:

We log it and give you a reference. Every complaint is recorded, whatever its source or outcome.

We acknowledge within 24 hours. The acknowledgement gives you your reference number and tells you who is dealing with it.

We give a substantive response within 5 working days. That means a considered reply on the facts, not a holding message.

We aim to resolve within 20 working days. Where a complaint is complex, or involves a licensing authority, an insurer or the police, it can take longer. If it does, we will tell you, explain why, and give you a date.

These are the timescales we work to rather than guarantees.

Investigating a complaint:

We look at the booking record, the dispatch and tracking data, the message history and, where relevant, the account of the chauffeur who carried out the journey. Where the journey was carried out by another licensed operator on our behalf, we ask that operator for its own record and account, and we do not delay our response to you while we wait for it.

No chauffeur, partner or affiliate contacts a complainant directly about a complaint.

If you are not satisfied:

You can ask for your complaint to be reviewed by a Director who has not previously dealt with it. Ask us and we will arrange it. You may also take your own legal action, and nothing on this page affects any statutory right you have.

Your right to complain to the licensing authority:

We are licensed and regulated as a private hire operator. Separately from anything we do, you have the right to complain in writing to the licensing authority that licensed the chauffeur or the vehicle, about the conduct of a chauffeur or the fitness of a vehicle.

That right does not depend on us. You can use it whether or not you have complained to us first, and whether or not you are satisfied with our response. We will never ask you to wait for the outcome of our own enquiries before exercising it, and we will give you the relevant authority's contact details on request.

We hold a Private Hire Operator Licence from Transport for London, and an operator licence from Epping Forest District Council. The authority to approach is the one that licensed the chauffeur or vehicle concerned, which is not always the authority that licensed us. Ask and we will tell you which it is.

If a complaint involves a criminal matter:

If your complaint alleges that a criminal act has been or may have been committed, please contact the police as well as us: 101 for a non-emergency, or 999 where a crime is in progress or anyone is in immediate danger.

Where a complaint alleges violent, aggressive or sexual conduct, or indicates a safeguarding risk to a child or a vulnerable person, we notify the licensing authority and the police immediately. We do that without waiting for the outcome of our own enquiries and without needing the allegation to be proved first, and we will provide your contact details to them so that they can reach you.

Data protection complaints:

If your complaint is about how we have handled your personal data, email support@mylunar.co.uk and we will deal with it under this procedure. You also have the right to complain to the Information Commissioner's Office at ico.org.uk, and you can do that at any time whether or not you have raised it with us.

Records:

We record every complaint, including any advice we gave you to contact the police or a licensing authority and whether we notified either of them, and we keep that record for at least 12 months. It is produced to an authorised officer of a licensing authority, or to a police officer, on request.

Complaining costs you nothing:

Making a complaint will not affect how we treat you or the service you receive from us afterwards.