All of our offices are monitored by 24 hour CCTV recording. Some drivers may also choose to use in car CCTV for their own safety.
In the event that any customer is abusive, aggressive, or physically assaults a driver or member of staff, the Police will be contacted immediately. CCTV and any other relevant details will be passed to the police in accordance with the Data Protection Act 1998.
Redbridge Radio cars under the Private Hire Vehicles (London) Act 1998 have a contractual obligation with the passenger(s) to provide the journey which has been booked. There is no contractual agreement between the passenger(s) and the driver directly.
Redbridge Radio car shall check that each driver maintains private hire insurance, regulatory and all other compliance obligations required by law as well as Transport for London.
Please click here to read our Operator & Passenger Agreement in full
This cancellation & refund policy is adopted by all clients of Redbridge Radio Cars and will apply to all minicabs/ MVPs as arranged on the customers’ behalf through Redbridge Radio Cars.
All cancellations of local journeys made before the booking time and prior to vehicle dispatch will not incur a penalty charge. If you need to cancel a booking please contact us by phoning 0208 000 0000. As a general rule, local journeys are normally dispatched up to twenty minutes before their due time.
All refunds must be requested within 7 days of the original booking date. Refunds to credit/debit cards can only be refunded to the original card used.
In the event of circumstances beyond our control, Redbridge Radio Cars reserves the right to cancel all services. Where payment has been made, a refund will be issued. If a car breaks down during the journey, an alternative will be provided with a practical time allowance.
No refunds will be given for journeys terminated part way through the hire. If the journey is not prepaid, full fare will be due to the driver and/or an invoice will be issued.
Redbridge Radio Cars is pleased to hear from its customers when services are appreciated, but we also want to know when things go wrong. We are committed to dealing with complaints fairly and impartially and to providing a high quality service.
This policy explains the company’s complaints procedure which aims to resolve complaints as quickly as possible and to enable the company to learn and improve on service it provides.
A complaint is:
‘’An expression of dissatisfaction, however made, about the standard of service received, action or lack of action taken by the company or its staff, which affects a customer.’’
A complaint is not a request for a service. However, if we fail to respond to that request, this would give rise to a complaint.
A complaint can be made:
• By calling us directly on our 24×7 telephone line ( 0208 000 0000)
• By emailing us on firstname.lastname@example.org
• In writing
• In person at our Hainault office.
Stages of Complaint procedure
When a complaint is received it is passed on to our manager who will carry out an investigation of the complaint and provide a full response.
We aim to provide a full response to all stage 1 complaints within 7 working days but some complaints will take longer to investigate properly. In these cases, the customer must be told when they can expect a full reply.
Complaints that are not satisfactory resolved at Stage 1 will be escalated to Stage 2 where a Director will deal with the complaint. This will involve a review of the complaint under stage one.
When a stage 2 complaint is received, a full response should be provided within 14 working days. If the complaint takes longer to investigate, the customer must be kept informed of the progress.
The company cannot be held responsible for losses consequential or actual arising from missed connections due to adverse weather, prevailing traffic conditions or any other events that negatively influence journey times.
The company and its drivers cannot be held responsible for any actual or consequential financial or professional loss, missed travel connections (flights, trains etc.) due to the late or non-arrival of any car.