Support

Report an issue

Use this page for anything that needs looking into properly after a journey has taken place. Your ticket goes to one of three departments, you receive a reference number, and you get a written answer. If your journey is happening now, or later today, do not use this page. Telephone us, because a form does not move a car.

Something happening nowCall +44 (0203) 826 4125
A question, not a problemUse the contact page
Every ticketAcknowledged the same working day

Choose the right department

Your ticket is routed by the department you select, and each one is handled by different people to a different clock. Choosing correctly is the difference between an answer today and an answer after somebody has forwarded it internally.

Select

Lost & Found

Something left in a vehicle. Telephone us first if it has only just happened, because the car may still be in service and reachable, then raise a ticket so it is on record.

  • Date, time and route of the journey
  • A description of the item, and where in the vehicle you think it was
  • Your booking reference

Same day, and the first hours matter most

Select

Complaints

Something went wrong and you want it investigated formally. This department produces a written finding rather than an apology, and it is the route that satisfies the fourteen day requirement in our Terms.

  • What you expected, what happened, and when
  • Your booking reference and travel date
  • What you would like us to do about it

Acknowledged in 2 working days, answered within 28

Select

Customer Support

Everything else that concerns an existing booking or account. Invoices, receipts, charges you do not recognise, changes to an account, and questions about a journey that are not complaints.

  • Your booking reference
  • The amount and date, if the query concerns a charge
  • What you believe it should have been

Same working day

Is this the right page at all?

Four routes reach us and they are not interchangeable. Picking the right one is the difference between an answer in minutes and an answer tomorrow.

Your situationWhere to go
Your chauffeur has not arrived, or your journey is todayTelephone, +44 (0203) 826 4125. At any hour. Nothing else is fast enough.
You need to change or cancel a bookingReply to your confirmation email, or telephone. Cancellation terms are in our Terms.
You have left something in a vehicleTelephone first, then a ticket here under Lost & Found.
Something went wrong on a completed journeyA ticket here under Complaints.
A billing, invoice or account queryA ticket here under Customer Support.
A general question, or you are not a customer yetContact us, or read the frequently asked questions.

What to include, so the first reply is an answer

Most tickets take two exchanges longer than they need to, because the first message does not contain enough to investigate anything. Five things solve that, whichever department you choose.

  • Your booking reference. It is in your confirmation email. Without it we are searching by name and date, which is slower and less certain.
  • The date and time of the journey, with the pick up and drop off points.
  • What actually happened, in plain order. What you expected, what occurred, and when.
  • What you would like us to do. A refund, an explanation, a corrected invoice, an item returned, or simply for it not to happen again. Saying so saves a round trip.
  • A telephone number, in case the fastest resolution is a two minute call rather than four emails.

Raise your ticket

Tell us what happened

Choose the department that fits, include your booking reference and travel date, and set the priority honestly. Everything marked urgent is the same as nothing marked urgent.

Write down a self-descriptive brief subject to the ticket
Write down your issue in details... At least 10 characters is a must.
Choose the priority of the issue
Choose a department to which you want to notify about the ticket

Registration is closed now. If you already have an account Login

What happens next

Acknowledged

You receive a reference number by email the same working day, so you know it has landed and not disappeared into an inbox.

Investigated

We check the booking record, the dispatch log and, where relevant, the chauffeur partner's account of the journey.

Answered

A written response with what we found and what we are doing about it, on the ticket, so the whole exchange stays in one place.

If you are not satisfied with our answer

Formal complaints should be submitted in writing within fourteen days of the journey, and we respond within twenty eight days. That is set out in clause 20 of our Terms and Conditions, and a ticket raised under Complaints satisfies the requirement to complain in writing.

If we cannot resolve the matter between us, you may refer it to Transport for London, our licensing authority, or seek advice from the Citizens Advice consumer service. We would rather you gave us the chance first, but the route exists and we would not want you to be unaware of it.

For how we handle personal information sent through this form, including anything you tell us about a journey, see our Privacy Policy.

Chauffeurz Premium Services Ltd, company number 15328967. Licensed by Transport for London, operator licence 010942.
450 Bath Road, Heathrow, West Drayton, UB7 0EB. Telephone +44 (0203) 826 4125. Email contact@chauffeurz.london.