Complaints procedure
Published in line with TfL private hire operator licence conditions. This is starting-point wording — it should be reviewed against the client’s actual complaints process before go-live.
How to raise a complaint
Call our 24/7 support line on +44 20 7946 0100, or write to us via the contact page. Please include your booking reference, the date of travel and as much detail as possible.
What happens next
We acknowledge every complaint within 2 working days and aim to give a full response within 10 working days. If an investigation takes longer, we’ll tell you why and when to expect an update.
If you’re not satisfied with our response
You can refer unresolved complaints to Transport for London, the licensing authority for private hire operators in London, via tfl.gov.uk.
Operator details
BA Transfers Ltd · Licensed private hire operator TFL-OP-1043 7715 · London, United Kingdom