Describe the journey and issue
Include the journey date, booking reference if you have one, collection and destination, what went wrong, relevant messages or timings, and the outcome you want considered.
KB CARS · CUSTOMER CARE
Make a complaint about your journey We will review it fairly.
Contact our 24-hour office to tell us what happened. We aim to acknowledge your complaint within one working day and keep you updated as we review it.
Your complaint, reviewed
How the complaints process works
You can complain by phone, email, SMS, WhatsApp or the appropriate app. Our office records your complaint and aims to acknowledge it within one working day. For a live-journey or safety concern, call the office for immediate triage.
A reviewer checks the booking, quote, changes, timings and relevant messages, and fairly seeks the driver's account. We aim to provide a substantive response within five working days and resolve the matter within ten working days. If it takes longer, we explain why and update you at least every five working days. An appropriate outcome may include correcting an overcharge or addressing service that was not provided or was deficient.
Contact the officeHelp us identify the journey
What to send with your complaint
The details you have will help the office understand what happened and consider the outcome you are seeking.
Flag urgent or safety concerns
Call the office if the journey is live or safety is involved, so it can be triaged immediately. Preserve relevant evidence and use the appropriate external reporting route where needed.
Leave a way to reach you
Give us a reachable contact and keep copies of your message and any relevant evidence. You can use any of the supported contact channels; you do not need to install an app.
Booking or journey question? For a change, cancellation or waiting question, use the relevant help guidance or contact the office to check the accepted arrangement and any revised charge.
GOOD TO KNOW
Complaints: your questions answered
What to expect if you have no reference, want a remedy or challenge the outcome.
Can I complain after a journey is complete?
Yes. A completed journey remains chargeable, but you can still complain about an overcharge or service that was not provided or was deficient. We assess what was agreed and what happened, then explain the outcome and any appropriate remedy.
What if I do not have my booking reference?
You can still make a complaint. Send the journey date, collection and destination and any other details you have, along with the issue and a reachable contact. There is no compulsory legal wording or separate app requirement.
Will a complaint automatically lead to a refund?
No. We review the circumstances rather than automatically issuing a refund or deducting money from a driver based on an allegation alone. Depending on the findings, an appropriate remedy may include correcting an overcharge or addressing service that was not provided or was deficient.
Can a challenged complaint be looked at again?
Yes. Where practicable, the other person in our office reviews a challenged case. If both people in the office were involved, we will tell you. An internal review does not replace safeguarding or appropriate external reporting, and it does not block access to relevant external routes.
READY TO CONTACT US?
Tell our office what happened
Our 24-hour office can record your complaint and help you take the next step.