Got a Complaint then Please Contact Us

We take any complaint very seriously.  

Any complaint, whether made in writing or verbally, is immediately  referred to our Complaints Officer. We also record any complaint we  receive. Our Complaints Officer is responsible for ensuring that we  thoroughly investigate any complaints.  

Complaints Officer:  Robert Outen   Tel:  01243 717484  Email: complaints@prodrivetravel.info  

As soon as a complaint is received:  All complaints will be acknowledged by the Complaints Officer in writing  within five business days of receipt.  This acknowledgement letter will also contain our understanding of the  complaint and will ask you to confirm in writing that you agree with our  understanding of the matter.  If the complaint can be resolved within the five day deadline, the  acknowledgement letter will outline the result of our investigation.  If our investigation has not been completed within the five day  deadline, our acknowledgement letter will confirm that we will:  Investigate the complaint and aim to respond within four weeks of  receiving the complaint Explain that, if we cannot complete the investigation within four weeks  of receiving the complaint, we will write again giving the reason for  the delay Explain that on completion of our investigation we will inform the  complainant of the outcome and the options available to him/her.    If we cannot resolve the complaint within eight weeks:  If, for any reason, our investigation is not concluded within eight  weeks, the Complaints Officer will write to you again, informing you of  the reasons for the further delay and advising that if you are not  satisfied with our progress you may refer the complaint to: 

• Chichester District Council Licensing Team   Email: licensing@chichester.gov.uk   Telephone: 01243534740    

Here at Pro Drive Travel we have an aspirational vision to provide Customer Service that is second to none.   

We  welcome any comments and complaints because we know that every  complaint is an opportunity to resolve any issues and learn from them so  we can continuously improve our service.

Stage One

Your  complaint will be sent to the manager of the service that you are  unhappy about. You need to give as much detail as possible as this will  help us investigate your complaint.

You will receive an acknowledgement within two working days and a reply within 10 working days.

The  complaint will be thoroughly investigated, we have access to tools that  track your journey, listen to calls and in some cases CCTV footage that  can help us process your complaint.

If you are unhappy with your stage one reply, you can ask for your complaint to escalated to a senior manager.

Stage Two

Your  stage two complaint needs to be in writing, stating which aspects of  the previous reply you are not happy with and what more you think we  should do.

This must be received no later than 14 days from the date of the stage one reply.

You will receive an acknowledgement within two working days and a reply within 10 working days.

Stage Three

If  you are still unhappy with your stage two reply, you have the option to  take your complaint to the taxi licencing authority.  You can raise a  complaint with the taxi licencing authority at any stage within this  procedure. 

If it’s a complaint regarding a driver, you will need  their licencing authority details, we are able to provide you with these  details if you send in a written request.

Complaints Officer:  Robert Outen   Tel:  01243 717484  Email: complaints@prodrivetravel.info 

 Chichester District Council Licensing Team   Email:     licensing@chichester.gov.uk   Telephone: 01243534740