Customer care
Complaints Procedure
A clear route for reporting, investigating and resolving concerns about a SwiftLane service.
1. Tell us what happened
Email info@swiftlane.co.uk or call 020 3742 4039 with the booking reference, journey date, facts, safety concern and outcome sought.
2. Acknowledgement
SwiftLane aims to acknowledge a written complaint within two working days.
3. Investigation
Relevant booking, operations, driver, vehicle, communication and payment records will be reviewed.
4. Response
SwiftLane aims to issue a substantive response within 10 working days or provide an update where the matter is complex.
5. Escalation
If the response does not resolve the complaint, ask for management review. This does not affect statutory rights.
6. Immediate safety or crime
Call 999 for an emergency, then notify SwiftLane so relevant records can be preserved.
7. Learning and records
Complaints, outcomes and corrective actions are recorded for service improvement and compliance.