Complaints Procedure

Effective from 6 September 2026 · Website publication: 2 October 2026

1. Purpose

At Ammar Cabs, our priority is to provide exceptional service. This document outlines how we handle customer complaints and feedback while adhering to local city council regulations and the General Data Protection Regulation (GDPR).

2. How to Report a Complaint

We make it easy for customers to report complaints through any of the following methods:

• Email: send your concerns to info@ammarcabs.com.
• Phone: call our customer service line at 01733 555 888.
• In person: visit our office at Ammar Cabs Ltd, Suite 6, Unit 4 Blenheim Court, Peppercorn Close, Peterborough, England, PE1 2DU.
• Online form: use our contact form at www.ammarcabs.com/contact-us/.

When filing a complaint, please provide:

• date and time of the incident;
• booking reference number (if available);
• Driver's name or vehicle registration number (if known);
• a detailed description of the issue; and
• preferred contact method (email, phone, or in person).

3. Acknowledging Your Complaint

Upon receiving your complaint, we will acknowledge it promptly and inform you of your right to escalate the matter to Peterborough City Council if you are not satisfied with our response.

4. Our Complaint Investigation Process

Complaints are taken seriously and investigated immediately upon receipt.

• We strive to provide an update or resolution within 24 hours.
• If additional time is required, we will keep you informed with regular updates and an expected resolution timeline.

5. Notification of Resolution

Once the investigation is complete, you will receive a detailed response through your preferred contact method (email, phone, or in person).

6. Escalating Complaints if Unhappy With the Outcome

If you are unhappy with the outcome, you have the option to forward your complaint to the relevant authorities.

We will provide the necessary contact details upon request.

7. Compliance with Council Directives

In the event a complaint is investigated by an authorised officer of Peterborough City Council, Ammar Cabs will fully comply with their instructions and directions.

8. Data Protection and GDPR Compliance

Any personal data collected as part of a complaint will be handled in accordance with UK GDPR and our Privacy Policy.

• Your data will only be used for complaint resolution and service improvement purposes.
• We will not share your personal data with third parties without your explicit consent, except where required by law or council regulations.
• For more information, please see our Privacy Policy or contact us.

9. Commitment to Improvement

We maintain a detailed log of all complaints and review them regularly to identify opportunities for service improvement and ensure recurring issues are addressed.

10. Contact Us

We're here to help. If you have any questions or need assistance with filing a complaint, reach out to us:

Email: info@ammarcabs.com

Phone: 01733 555 888

Address: Ammar Cabs Ltd, Suite 6, Unit 4 Blenheim Court, Peppercorn Close, Peterborough, England, PE1 2DU

Thank you for choosing Ammar Cabs — we value your trust and feedback as we continue to provide reliable and professional transport services.