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Complaint Procedure

How to Make a Complaint

If you wish to raise a concern or make a formal complaint, you can do so through one of the following channels:

•Email: info@kurvlondon.com
•Phone: +44 20 38765544
•WhatsApp: +44 20 38765544
•Postal Address: Office G21, Spaces, The Charter Building, Charter Place, Uxbridge, London UB8 1JG

Please include the following information in your complaint:

Full name and contact details
Date and time of the booking or incident
Reference or booking number (if available)
Full description of the issue
Any supporting documents or screenshots (if applicable)

Response Timeline

We aim to acknowledge your complaint within 72 hours and provide a full
response within 5 business days.

In complex cases, we may need more time to investigate. If so, we will notify you
with regular updates and aim to resolve the matter within 14 business days.

How We Handle Complaints

•Acknowledgement – We’ll confirm receipt of your complaint within 24 hours.
•Investigation – A member of our management team will investigate your concern.
•Resolution – We will explain the findings and, if appropriate, offer a solution or compensation.
•Follow-Up – We will check in to ensure the issue has been resolved to your satisfaction.

Escalation Process

If you are not satisfied with the initial response, you may request a review by a senior manager. We will re-evaluate the case and provide a final decision.
If you remain dissatisfied, you may refer the matter to Transport for London (TfL) or the relevant local authority if your complaint involves a licensed driver or service regulation.

Feedback Welcome

We treat every complaint as an opportunity to improve. Your feedback helps us refine our processes, enhance our services, and ensure the best experience for all customers.

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