Complaints for Express & Executive Kent Travel

We understand that sometimes things go wrong, and we are committed to resolving any concerns as quickly and fairly as possible.

A sincere apology can go a long way. In some cases, this may be enough to resolve the matter, and the customer may choose not to take the complaint any further.

All complaints must be submitted in writing only, either by email or letter. Unfortunately, we are unable to deal with complaints made by telephone or in person. This helps us ensure that all complaints are handled accurately, consistently, and as efficiently as possible.

• Once a complaint is received by email or in writing, the customer will receive an automatic confirmation acknowledging receipt.
• The complaint is immediately forwarded to four senior members of staff.
• The senior team member who is able to address the matter most promptly will take ownership of the complaint.
• That team member will contact the customer directly to confirm they are investigating the issue and will keep them informed throughout the process.

Our aim is to resolve all complaints promptly, professionally, and with respect.

complaints@expresscabs.co.uk

Customer Complaints Team

Express Cabs & Couriers Ltd

11-17 Upper Stone Street

Maidstone

Kent ME15 6EU

complaints@mercairporttransfers.co.uk

Customer Complaints Team

Merc Airport Transfers

C/O Express Cabs  

11-17 Upper Stone Street

Maidstone

KENT ME15 6EU