We aim to provide an excellent service every time. When something goes wrong, we want to hear about it — both to put it right for you and to learn from it.
How to raise a complaint
You can raise a complaint by:
- Phoning the control room on 0800 EASYCAB — available 24/7
- Emailing hello@easyminicab.co.uk
- Writing to Easy MiniCab Ltd, [registered office address]
Please include the date and time of the trip, the booking reference if you have it, and a description of what happened.
What happens next
- Within 1 working day: we acknowledge your complaint and assign a case manager.
- Within 5 working days: we provide a substantive response — either a resolution or, if more investigation is needed, a clear plan for the next steps.
- Investigation: we review the booking record, GPS log, driver app data, and where applicable in-vehicle CCTV. We may speak to the driver and to you.
- Resolution: we aim to close all complaints within 14 working days. Complex cases may take longer; we’ll keep you updated weekly.
If you’re not satisfied
If you’re unhappy with our response, you can escalate to the licensing authority that oversees us: [council name and contact details]. They will independently review the complaint as part of their licensing oversight.
Our commitment
- We treat every complaint as a learning opportunity.
- We never penalise customers for raising concerns.
- We share the outcome with the driver only when it’s appropriate to learning or disciplinary action.
- We publish anonymised complaint statistics to our council annually.
Questions about this page? Contact us at hello@easyminicab.co.uk or 0800 EASYCAB.