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Complaints handling

Code of Practice

R Idris LTD t/a XFA Cars is an independent company that delivers minicab services to. We take full responsibility for the service delivered to you.


We will liaise with our drivers to ensure that any problems with their services are resolved promptly.

We make every effort to ensure that our customers are happy with the level of service they receive from us.


However, despite our best efforts, things can go wrong.


We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:

By form: Complete the form below

By phone: 0208 137 0666

By email:

By letter: R Idris LTD t/a XFA Cars, 25 Keith Road, Hayes, London, UB3 4HW

If you telephone, we will ask you about your complaint and seek to resolve the problem while you are on the line.


During any discussions we will protect the privacy of any personal information held on your account.


To do this we may have to ask you questions to confirm your identity under the Data protection act.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 24-48 working hours but, depending on the nature of the complaint, this is not always possible.


However, If you are not happy with the progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to the Managing Director.


If we cannot resolve the problem, we will write to you to say so.

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter).


However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.

Let’s Work Together

Get in touch so we can start working together.

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