Customer Service & Complaints Policy

Bramhall Cars Limited — Last updated: March 2026

1. Our Commitment

Bramhall Cars Limited is committed to providing a safe, reliable, and professional private hire service. We expect all drivers to maintain the highest standards of customer service.

2. Driver Conduct

All drivers contracted to fulfil bookings for Bramhall Cars must:

• Be polite, courteous, and professional at all times
• Maintain a clean and presentable appearance
• Keep their vehicle clean, tidy, and in good mechanical condition
• Drive safely and within the law at all times
• Take the most direct route unless otherwise instructed by the passenger
• Assist passengers with luggage and mobility needs where possible
• Not use a mobile phone while driving (hands-free for navigation only)
• Not smoke, vape, eat, or drink while carrying passengers
• Not play music or the radio without the passenger's consent
• Arrive at the pickup location on time

3. How to Make a Complaint

If you are unhappy with any aspect of our service, you can make a complaint by:

• Phone: 0161 57 00 444
• Email: info@bramhallcars.uk
• In writing: 9 Moreton Avenue, Bramhall, Stockport, SK7 2BD

4. Complaints Procedure

• All complaints are logged in our complaints register with the date, complainant details, and nature of the complaint
• We aim to acknowledge your complaint within 24 hours
• We will investigate the complaint and contact you to discuss the matter
• We aim to resolve all complaints within 7 days
• If we are unable to resolve the complaint within 7 days, we will provide you with the Licensing Authority's contact details within 10 days
• All complaint records are retained for a minimum of 12 months

5. Escalation

If you are not satisfied with our response, you can contact:

• Stockport Council Licensing Department: 0161 474 3272 / licensing@stockport.gov.uk
• Stopford House, Piccadilly, Stockport, SK1 3XE

6. Serious Complaints

Complaints involving sexual misconduct, violence, threats of violence, or substance misuse will be reported to the Licensing Authority immediately (within 24 hours) and to the police where appropriate.

Complaints involving dishonesty or equality matters will be reported to the Licensing Authority within 72 hours.

7. Review

This policy is reviewed annually and updated to reflect any changes in licensing conditions or customer feedback.