Complaints Policy & Procedure

First Light Taxis
Operated by SBS Private Hire Limited

Last updated: 13 October 2026

1. Our Commitment to Customers

At First Light Taxis, we are committed to providing safe, reliable and professional passenger transport services.

We recognise that occasionally things may not go as expected. When this happens, we want to hear about it so we can investigate, resolve concerns fairly and improve our services.

We treat all complaints seriously and aim to handle them promptly, impartially and professionally.

Your Journey, Our Priority.

2. What Can You Complain About?

We welcome feedback and complaints relating to any aspect of our services, including:

• Driver conduct, professionalism or behaviour.

• Late arrivals, missed collections or booking failures.

• Vehicle cleanliness, condition or suitability.

• Fares, payments, waiting charges or refunds.

• Booking errors or communication issues.

• Airport transfers and flight-related collections.

• Customer service and telephone support.

• Accessibility, passenger assistance or discrimination.

• Safety concerns or inappropriate behaviour.

• Services provided by transport partners on our behalf.

We will consider all complaints on their individual merits.

3. How to Make a Complaint

Customers can submit a complaint through our website contact form or by emailing our customer service team.

Email: info@firstlighttaxis.co.uk

Website: www.firstlighttaxis.co.uk

To help us investigate efficiently, please provide:

1. Your full name and contact details.

2. Booking reference, if available.

3. Date and approximate time of the journey.

4. Pick-up and destination details.

5. A clear explanation of what happened.

6. Any relevant supporting evidence, such as photographs, receipts or correspondence.

7. The outcome you would like us to consider.

We may request additional information where reasonably necessary.

You do not need to provide every detail listed above for us to consider your complaint.

4. Our Complaint Handling Timescales

We aim to handle complaints within the following timescales:

Acknowledgement: Within 2 working days of receiving your complaint.

Initial investigation: Normally within 5 working days.

Full response: Normally within 10 working days.

Some complaints may require additional investigation, particularly where third-party transport operators, drivers, payment providers or external organisations are involved.

If we need more time, we will explain the reason and provide an updated timescale.

These are our service targets rather than guaranteed deadlines.

5. How We Investigate Complaints

We assess each complaint fairly and objectively.

Depending on the circumstances, our investigation may include:

• Reviewing booking and dispatch records.

• Checking relevant GPS or journey information where available.

• Reviewing telephone, email or messaging records where lawfully available.

• Contacting the driver or transport provider.

• Examining payment and transaction records.

• Reviewing supporting evidence supplied by the customer.

• Considering relevant company procedures and legal obligations.

We will not automatically assume that either the customer or driver is at fault.

Decisions will be based on the available evidence, contractual obligations and applicable law.

6. Refunds, Compensation and Goodwill

Where a complaint is upheld, we will consider an appropriate and proportionate remedy.

Depending on the circumstances, this may include:

• A written explanation or apology.

• Correction of a booking or billing error.

• A full or partial refund.

• Reimbursement of a charge incorrectly applied.

• A goodwill gesture.

• Changes to our operating procedures.

• Further driver or staff guidance.

Submitting a complaint does not automatically entitle a customer to a refund or compensation.

Each request will be assessed against the circumstances, our Terms & Conditions and the customer's statutory rights.

Goodwill gestures are discretionary and do not necessarily constitute an admission of liability.

Nothing in this policy limits any legal right to a refund, price reduction or other remedy.

7. Complaints About Drivers

We expect drivers providing journeys through First Light Taxis to maintain appropriate professional standards.

Complaints concerning driver behaviour, driving standards, punctuality, vehicle condition or passenger treatment will be investigated.

Where necessary, we may refer concerns to the driver's employing organisation, licensed operator or relevant licensing authority.

Appropriate action may include additional guidance, operational restrictions, referral to the responsible operator or other measures proportionate to the circumstances.

For confidentiality and data protection reasons, we may not be able to disclose details of disciplinary or contractual action taken against an individual driver.

8. Safety and Safeguarding Complaints

Passenger safety is a priority.

Complaints involving dangerous driving, threats, harassment, discrimination, abuse or safeguarding concerns will receive particular attention.

Where necessary and lawful, we may share relevant information with the police, licensing authorities, safeguarding organisations or other appropriate agencies.

If you or another person is in immediate danger, call 999.

For non-emergency police matters, contact 101.

Customers do not need to wait for our internal investigation before contacting the police or relevant authorities.

9. Complaints Involving Partner Operators

Some journeys may be provided through appropriately licensed transport partners.

Where a complaint concerns a journey arranged by First Light Taxis but delivered by another operator, we will review our role in the booking and liaise with the provider where appropriate.

We will not automatically dismiss a complaint simply because another operator or driver completed the journey.

Our responsibilities will be assessed according to the booking arrangements and applicable law.

10. Challenging a Complaint Outcome

If you are dissatisfied with our initial response, you may request a further review.

Please explain which aspects of the decision you disagree with and provide any additional information you believe is relevant.

Where practicable, the review will be conducted by someone who was not responsible for the original decision.

We aim to provide a final response within 10 working days of receiving a review request.

If you remain dissatisfied, you may seek independent advice or pursue any external complaint or legal remedies available to you.

11. Unreasonable or Abusive Communication

We understand that customers may feel frustrated when something goes wrong.

We will always aim to communicate respectfully and expect the same consideration towards our staff and drivers.

Threatening, discriminatory or abusive behaviour towards our personnel will not be tolerated.

Where communication becomes persistently abusive or unreasonably repetitive, we may introduce reasonable contact arrangements, such as requiring future correspondence in writing.

Such measures will not prevent us from considering legitimate complaints, safeguarding concerns or statutory rights.

12. Complaints to Licensing Authorities

First Light Taxis operates as a trading brand of SBS Private Hire Limited, which holds relevant private hire operator licences.

Customers may contact the appropriate licensing authority if they have concerns relating to private hire licensing, driver conduct or vehicle compliance.

The relevant authority will depend on the circumstances of the journey and the licence under which it was arranged.

You do not need our permission to contact a licensing authority.

13. Data Protection and Confidentiality

Information supplied during a complaint will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.

Complaint information will only be shared with individuals or organisations where there is a legitimate and lawful reason to do so.

We retain complaint records for appropriate periods to support investigations, legal obligations, operational improvements and dispute resolution.

14. Learning From Complaints

We believe customer feedback is an important part of maintaining high standards.

Where complaints identify areas for improvement, we may review:

• Booking and dispatch procedures.

• Driver communication and conduct.

• Customer service standards.

• Vehicle allocation and suitability.

• Payment and fare information.

• Staff training and operational procedures.

Our aim is to resolve individual concerns while reducing the likelihood of similar problems occurring again.

15. Contact Us

If you would like to raise a complaint or discuss an existing case, please contact:

First Light Taxis

A trading name of SBS Private Hire Limited

Complaints email: info@firstlighttaxis.co.uk

Website: www.firstlighttaxis.co.uk

Telephone: 01376 807971

Please include your booking reference where possible.

We are committed to handling complaints fairly, professionally and with respect for everyone involved.

First Light Taxis — Your Journey, Our Priority.