Complaints Procedure

If your hire didn’t go the way it should have, tell us. This page sets out who to contact, what we do with your complaint and how long each step takes.

If something is going wrong right now

Call us while it’s happening. If the car is late, the wrong vehicle arrives or there’s a problem during the hire, ring 020 3907 8702. When our phones are open we can contact the driver or operator there and then, which is far easier than trying to put it right the next day.

Outside our opening hours, email us the same night and take photos if you can, so there is a record from the time.

What to tell us

The more of this you can give us at the start, the fewer questions we’ll need to come back to you with.

  • Your name and booking reference. If you can’t find the reference, the hire date and pickup address will do.
  • What happened, and roughly what time.
  • Any photos, screenshots or messages that show the problem.
  • What you would like us to do to put it right.

What happens to your complaint

  1. We confirm we have it

    • Handled by Dave or Rachel
    • Within 2 working days

    If you phone, Dave or Rachel will take the details on the call. If you email or write, we reply within 2 working days to confirm we’ve received your complaint and to tell you who is dealing with it.

  2. We look into what happened

    • Handled by Dave or Rachel

    We go back through your booking, the written confirmation we sent you and any messages about the hire. Some bookings are carried out by one of our operator partners. If yours was, we put your complaint to the operator and get their account. You don’t need to contact the operator yourself.

  3. You get our answer in writing

    • Handled by Dave or Rachel
    • Within 21 days of your complaint

    We email you what we found, whether we agree that something went wrong and, if it did, what we will do to put it right.

  4. If you disagree, our director reviews it

    • Reviewed by Amar Shah, Director
    • Within 14 days of your request

    Reply to our answer, or call us, and ask for your complaint to go to Amar Shah. Amar founded the business in 2007 and still runs it. He reads your complaint and our answer from the start and writes to you with his decision. That is our final response.

If we still can’t agree

You can get free, independent advice at any stage. The Citizens Advice consumer service runs a helpline on 0808 223 1133, open Monday to Friday, 9am to 5pm. Following this procedure does not affect your legal rights.

Whose procedure this is
Limo Hire in London, the trading name of A & R Shah Ltd. Registered in England and Wales, company number 06125188.
Written and reviewed by
Amar Shah, Director
Last reviewed
Related pages
Terms and conditions and About us, where you can read more about Dave, Rachel and Amar.