Complaints Procedure

viaUNO Cars is committed to providing a safe, reliable private hire service. If something has gone wrong, we want to hear about it and put it right. This page explains how to complain, what you can expect from us and how to escalate your complaint if you are not satisfied with our response.

How to make a complaint

You can submit a complaint in one of the following ways. Please include your booking reference (if any), the date and time of the journey, the route, and a clear description of the issue.

• Email: support@viauno.co.uk — please use the subject line “Complaint”.
• WhatsApp / phone: +44 7507 624265
• Contact form: viauno.co.uk/contact

What happens next

1. Acknowledgement within 3 working days. We will confirm that your complaint has been received and let you know who is handling it.
2. Investigation within 14 days. We will review the booking, speak with the driver and any staff involved, and check any available records or CCTV where applicable.
3. Full response within 28 days. You will receive a written response explaining our findings, any action we have taken and, where appropriate, any refund or goodwill offered.

If we need more time because the matter is complex, we will tell you why and agree a new deadline with you.

Escalating your complaint

If you are not satisfied with our final response, or we have not replied within 28 days, you can escalate the complaint to our local licensing authority. viaUNO Cars is licensed as a private hire operator in Southampton.

• Southampton City Council — Taxi & Private Hire Licensing
  Civic Centre, Civic Centre Road, Southampton SO14 7LY
  Website: southampton.gov.uk — Taxis & Private Hire

Serious safeguarding concerns (for example concerns about children, vulnerable adults, or criminal behaviour) should also be reported to Hampshire Constabulary by calling 101 (non-emergency) or 999 in an emergency.

Consumer rights

Nothing in this procedure affects your statutory rights under the Consumer Rights Act 2015 or any other consumer protection law. You may also seek independent advice from Citizens Advice.

Accessibility

If you need this information in a different format (for example large print, audio, or easy-read), please email support@viauno.co.uk and we will do our best to help. See also our accessibility statement.

viaUNO Cars — licensed private hire operator, Southampton, Hampshire, United Kingdom.