FAIR TRANSFER LTD trading as TIMELESS CHAUFFEURS is a licensed private hire operator business (hereinafter referred to as "the Operator", "we", "us"), licensed by Taxi and Private Hire (TPH), part of Transport for London, the licensing and regulatory authority for taxi and private hire services in London. In order to hold a licence, Taxi and Private Hire (TPH) must be satisfied that the Operator complies with the provisions of the Local Government (Miscellaneous Provisions) Act 1976 and is therefore fit and proper to carry out the business. As a condition of our licence, we are required to maintain a complaints policy that explains who you may complain to and how complaints will be handled.
When we accept your private hire booking, a contract for services is formed between us, the Operator, and you, the customer. Unless otherwise agreed, this contract is governed by the laws of England and Wales and is subject to the consumer protection provisions of the Consumer Rights Act 2015.
Upon accepting your booking, we will provide you with a licensed private hire vehicle and driver and fulfil any additional requests agreed with you. We allocate a vehicle and driver to you with the expectation that the driver will arrive on time and that the vehicle will be clean and safe. The journey should meet your reasonable expectations — it should be safe, comfortable, and arrive at the destination within the expected timeframe.
All of our drivers and vehicles are licensed by Taxi and Private Hire (TPH), part of Transport for London, and driver conduct is also regulated by them.
Complaints are divided into two categories:
A service-related complaint is any situation where an aspect of our service does not meet your expectations. For example, if we did not provide the type of vehicle you requested, if the fare was too high, or if the driver arrived late.
A conduct-related complaint is any situation where a person behaves in a way that you consider unacceptable and which goes beyond poor service. For example, if a driver makes offensive remarks, discriminates against you, or intentionally causes harm to you or your property.
In rare cases, a complaint may fall into both categories.
Complaints relating to our service should be submitted directly to us.
You may contact us in writing at:
Complaints regarding the conduct of a driver (or the Operator) should be submitted to Transport for London (TfL) - Taxi & Private Hire.
Please email: tph.enquiries@tfl.gov.uk
The information required depends on the nature of the complaint, but as a general rule, we ask that you provide as much detail as possible and do so as soon as possible after the incident.
We will require the following information:
Sometimes things do not go as planned — we are all human, and despite our best intentions, mistakes can happen. We encourage feedback so that we can continuously improve our service, and you may simply wish to raise an issue without requesting any further action beyond an apology.
All complaints relating to our service will initially be handled informally. We will review and investigate the matter to help improve our services on an ongoing basis. We will keep you informed and also advise you that if you wish to make a formal complaint, you may do so in writing.
If you are not satisfied with our initial response, or if we consider the matter to be serious, we will ask you to submit your complaint formally in writing, either by email or post.
All complaints received are logged and recorded against the relevant driver or vehicle.
Your complaint will be treated in the strictest confidence; however, there may be occasions where the matter relates in part to a driver or vehicle, and certain details may need to be shared with the driver as part of the investigation. Only information that is strictly necessary will be disclosed. Our Privacy Policy explains in detail how we record and process your data when a complaint is submitted.
We will investigate your complaint and provide you with a written response. Our aim is to do this within 7 days. If we find your complaint to be justified, we may take one or more of the following actions:
If we do not agree with the complaint, we will explain our reasons and refer you to this document, which outlines any further options that may still be available to you.
As our business is regulated by TfL, you may choose to submit your complaint directly to them in the first instance. However, if the complaint relates to our service, TfL will generally not investigate it directly and will instead refer the matter back to us. We therefore ask our customers to allow us the opportunity to resolve any service-related complaint before escalating the matter to TfL.
There are some matters that we are unable to resolve ourselves, and whilst we welcome being informed about them, it is important that the appropriate authorities are also notified. Due to data protection regulations, we cannot make complaints on your behalf. If you believe that a criminal offence has occurred, this must be reported directly to the police.
If you are dissatisfied with the conduct of a driver or any person working for the Operator, you should submit your complaint to TfL. Such matters will not usually be referred by us.
We will immediately notify the police and TfL if we receive allegations involving suspected violent, sexual, or fraud-related criminal offences. In such cases, we will not pass on your personal details ourselves but will ask you to report the matter directly. If you choose not to do so, the police or TfL may request your details under exemptions provided by data protection legislation.
If you are not satisfied with our response, you may contact TfL by email at tph.enquiries@tfl.gov.uk and explain both your complaint and why you remain dissatisfied with our response. Please include copies of all previous correspondence with us. TfL will advise you whether your complaint falls within their jurisdiction.
Alternatively, you may choose to seek independent legal advice regarding the matter.
If you would like to discuss your complaint with us or make an enquiry regarding this policy, please contact us at:
Email: complaint@timelesschauffeurs.co.uk
Telephone: 02046382210
Policy Effective Date: 15 May 2026
Last Reviewed: 15 May 2026
Version: 1.0