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If you wish to make a complaint about us, we have a simple three stage procedure.
If you wish to make a complaint about us, we have a simple three stage procedure.
We can investigate any of the following through our 3 stage complaints procedure:
Sometimes we receive complaints about policy decisions taken by London Councils Member bodies, for example the level of parking fines or a reduction in the Grants scheme. If your complaint is about the policy itself, rather than the way a decision has been taken or a problem with delivery of a service, we will not consider it under our complaints procedure.
If you wish to raise an issue regarding your Older Persons Freedom Pass, please contact us on 0300 330 1433 or alternatively you can email info@freedompass.org.
If you wish to raise an issue regarding your Disabled Freedom Pass, please contact the issuing borough. Contact details can be found on the Apply for disabled person's Freedom Pass page.
If you wish to raise an issue with a specific booking you’ve recently made, or have an issue about driver conduct, please contact ComCab London Customer Services on 020 7908 0271 or email: taxicardcustomerservices@comcab.com
If you want to make a complaint about the overall service of Taxicard, or feel that regulations have been breached, please use the complaints contacts below.
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018 and the UK GDPR.
Our aim is to deal with all complaints in ways which are demonstrably consistent, fair and reasonable. We reserve the right to handle any complaint made unreasonably, persistently or vexatiously outside of the three stage complaints procedure. Examples of such complaints include those where the complainant causes unnecessary aggravation or annoyance to the organisation, refuses to co-operate with the complaints process, or changes the basis of the complaint as the investigation proceeds and/or introduces new information into the complaint.
If you wish to make a complaint about a service provided by London Councils, or enquire about the progress of your complaint, please contact the Corporate Complaints Officer:
Corporate governance team
London Councils, 59 1/2 Southwark Street
London
SE1 0AL
United Kingdom
Once you have completed the London Councils Complaints process, if you are not satisfied with the outcome of how we have responded to your complaint, you can take the matter further by contacting the Local Government Ombudsman.
PO Box 4771
Coventry
CV4 0EH
United Kingdom