Carmiles Complaints Policy

At Carmiles, we are committed to upholding the highest standards of safety, professionalism, and customer service. We take all complaints seriously and follow a clear, transparent procedure to ensure all issues are handled fairly and responsibly.

Complaints Procedure

1. How to Complain:

All complaints must be submitted in writing via email to info@carmiles.co.uk or posted to our office at: Carmiles Limited, 1-3 Manor Road, Hastings, TN34 3LL.

2. Acknowledgement:

We acknowledge all complaints within 2 working days of receipt.

3. Investigation Process:

- All available records including booking details, driver logs, and CCTV (where applicable) are reviewed.

- The driver is contacted and asked to provide a formal response.

- Any relevant staff or witnesses may be interviewed.

- In serious cases, such as allegations of misconduct or assault, the complainant is advised to report the matter directly to the police.

Carmiles will fully cooperate with any official investigation.

4. Outcome:

A written response outlining the findings and any action taken will be provided within 14 working days, where possible. If more time is needed, we will provide interim updates.

5. Actions Taken:

Depending on the outcome, actions may include: verbal/written warnings, driver suspension, retraining, referral to Hastings Borough Council Licensing, or termination of contract.

6. Reporting to Licensing Authority:

If the complaint raises concerns about a driver's fitness to hold a private hire license, we will notify Hastings Borough Council’s Licensing Team.

7. Record-Keeping:

All complaints and outcomes are securely recorded and stored. These records are confidential and only shared with relevant authorities if legally required.

8. Escalation:

If a complainant is dissatisfied with how their complaint has been handled, they may contact the Hastings Borough Council Licensing Team directly on: 01424 783 237 or 01424 783 334.

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