Complaints & Lost Property

1. Lost Something?

1.1.Contact us as soon as possible on 020 8874 2000 (24/7), on WhatsApp (07876 252992) or by email at info@az-cars.co.uk.

1.2.Tell us the date and time of the journey, the pickup and drop-off, your booking reference if you have one, and a description of the item.

1.3.We will check with the driver and the vehicle and get back to you. If the item has been found, we’ll arrange for you to collect it from our office at 200 Merton Road, Wandsworth, SW18 5SW, or return it to you.

1.4.We may charge a reasonable fee to cover postage or return costs. We’ll tell you the cost before we send anything.

2. Items We Find

2.1.Anything found in one of our vehicles is handed in to our office and logged, as TfL requires.

2.2.Items are held for 30 days. If nobody claims them in that time, we may dispose of them.

2.3.We keep a record of found property, and what happened to it, for 12 months.

3. Making a Complaint

3.1.Call 020 8874 2000, email info@az-cars.co.uk, message us on WhatsApp (07876 252992) or write to AZ Cars, 200 Merton Road, Wandsworth, London SW18 5SW.

3.2.Please include your name and contact details, the date and time of the journey, the pickup and drop-off, the booking reference if you have one, and what went wrong. If you know the vehicle registration or driver’s name, include that too.

3.3.You can complain on behalf of someone else, such as a relative you booked for. We may need their permission to share details of the journey with you.

4. What Happens Next

4.1.We aim to acknowledge your complaint within 2 working days, and to resolve it within 14 working days.

4.2.We look into it by checking our booking records and speaking to the driver and our team. We will tell you what we found and what we have done about it.

4.3.As TfL requires, we keep a record of every complaint, the investigation and the action taken, for 12 months.

4.4.If you were in danger, or a crime may have happened, call 999 (or 101 if it isn’t an emergency). We take any concern about a driver’s safety or behaviour seriously and report it to TfL where required.

5. Not Happy With Our Reply?

5.1.You can contact Transport for London, which licenses us and all our drivers. Use TfL’s minicab contact page or call 0343 222 4000 (Monday to Friday, 9am to 5pm). Our operator licence number is 10668.

5.2.For free consumer advice, contact the Citizens Advice consumer helpline on 0808 223 1133.

5.3.We are not currently a member of an alternative dispute resolution (ADR) scheme. You can also take a claim through the courts.

5.4.Complaints about how we use your personal information are covered in our Privacy Policy.