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Complaints Procedure

Here at DG Cars we have an aspirational vision to provide Customer Service that is second to none.   

We welcome any comments and complaints because we know that every complaint is an opportunity to resolve any issues and learn from them so we can continuously improve our service.

If you have a complaint, you can give us a call to discuss the issue on 01159 500 500, send an email to the manager at support@dgcars.co.uk or write to:

Peter Shearstone, DG Private Hire Ltd, 6 Little Tennis Street, Colwick, Nottingham, NG2 4EL

Once we have received your complaint, we will endeavour to reply within 48 hours (office hours).

How we handle your complaints

Stage One

Your complaint will be sent to the manager of the service that you are unhappy about. You need to give as much detail as possible as this will help us investigate your complaint.

You will receive an acknowledgement within two working days and a reply within 10 working days.

The complaint will be thoroughly investigated, we have access to tools that track your journey, listen to calls and in some cases CCTV footage that can help us process your complaint.

If you are unhappy with your stage one reply, you can ask for your complaint to escalated to a senior manager.

Stage Two

Your stage two complaint needs to be in writing, stating which aspects of the previous reply you are not happy with and what more you think we should do.

This must be received no later than 14 days from the date of the stage one reply.

You will receive an acknowledgement within two working days and a reply within 10 working days.

Stage Three

If you are still unhappy with your stage two reply, you have the option to take your complaint to the taxi licencing authority.  You can raise a complaint with the taxi licencing authority at any stage within this procedure. 

If it’s a complaint regarding a driver, you will need their licencing authority details, we are able to provide you with these details if you send in a written request.

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