At Aardvark Travel, we are committed to providing a safe, reliable, and high-quality service. We take all complaints seriously and use them as an opportunity to improve our services.

This policy outlines how customers can raise concerns and how we handle them.

1. How to Make a Complaint

Customers can submit a complaint using any of the following methods:

• By phone
• By email
• Via our website

Please provide as much detail as possible, including:

• Date and time of the journey
• Pickup and drop-off locations
• Booking reference (if available)
• Description of the issue
• Any supporting evidence (e.g. receipts, photos)

2. Acknowledgement

We will acknowledge receipt of your complaint within 2 working days of receiving it.

3. Investigation Process

• All complaints are reviewed promptly and fairly.
• We may contact you for further information if needed.
• Where applicable, we will speak with the driver involved and review any relevant booking or tracking data.

4. Response Time

We aim to provide a full response within 7–10 working days. If the investigation requires more time, we will keep you informed of progress.

5. Outcomes

Depending on the findings, outcomes may include:

• An explanation of what occurred
• An apology where appropriate
• A refund or partial refund
• Service improvements or corrective action
• Disciplinary action where necessary

6. Escalation

If you are not satisfied with our response, you may request a further review of your complaint.

Please contact us within 14 days of receiving our response, and your complaint will be escalated to a senior member of the team.

7. Confidentiality

All complaints are handled confidentially and in accordance with data protection laws. Your personal information will only be used for the purpose of investigating your complaint.

8. Continuous Improvement

We regularly review complaints to identify trends and improve our services, ensuring a better experience for all customers.