Welcome To Our Complaints Policy
At Wright Travel, we take all complaints seriously and are committed to resolving any issues promptly, fairly, and professionally.
If you are unhappy with any aspect of the service we have provided, please let us know as soon as possible by filling in the form on the Contact Us page, or by emailing info@wright-travel.co.uk with a clear description of what went wrong, as well as details of your trip (addresses and date).
Response Time-frames
The time-frames for responses — both from you and from us — are outlined on our Response Time-frame Policy Page.
We aim to:
- Acknowledge your complaint within 2 working days.
- Provide a full response within 10 working days, unless further investigation is required.
Journey-Related Complaints
Any complaint relating to a specific journey must be submitted within 21 calendar days of the trip. This allows us to retain and review any recordings or evidence that may assist in investigating your issue. Complaints submitted after this period may not be able to be investigated due to the routine deletion of such materials.
For your complaint to proceed, you must have be honest and forthcoming during the entire process. You must also engage constructively and respectfully throughout.
If a customer engages in misconduct during the complaints process (including rudeness, threats, or dishonesty), we reserve the right to treat this as a breach of conduct, which will affect any compensation or other resolution options, and the ability to use our services in the future.
Third-Party Or Driver-Initiated Complaints
To maintain a high standard of accountability, any issue that falls outside our standard workflow — such as third-party road incidents or behaviour unrelated to the driver, vehicle, or passenger — is logged internally as a complaint and reviewed by our management team. These matters must be submitted in the same way as a standard complaint.
If a complaint is raised about your journey by someone other than you — such as your driver or a third party — and it involves:
- You (the customer), or
- Our driver, or
- Our vehicle, or
- A third party,
you will be informed by email that a complaint is in progress and be provided with the relevant details.
If the complaint does not involve you directly (i.e. you have not breached our customer conduct policy), you may choose to opt out of further updates about the investigation.
Resolution And Outcomes
Depending on the nature of the complaint, we may resolve the issue through one or more of the following actions if we are to find ourselves at fault:
- A formal apology for any shortcomings,
- Driver/staff retraining,
- Internal disciplinary measures,
- General service improvements,
- A partial or full refund,
- Credit toward future travel.
All resolution decisions are made at our discretion and based on the specifics of the complaint, and will be made in the best interest of rectifying whatever has gone wrong on your journey with us.
Feedback And Improvement
We always welcome constructive feedback that helps us improve our service. Even if your issue doesn’t meet the formal definition of a complaint, feel free to share your thoughts with us if there is anything that you think should have gone better.
If You Remain Unsatisfied
If you feel that our internal handling of any issues you raise with us have not been handled correctly, or you feel the matter needs to bypass our internal systems and go straight to the governmental authorities, you should head to the page provided by our licencing authority, Peterborough City Council, to escalate your concerns through the correct channels.
We humbly request you give us the chance to remedy your issue ourselves, however you are well within your rights to complain directly to them if you feel the need to. Please note that if you bypass our internal ability to remedy your issue, we will be unable to be in control of what sort of compensation or remedy might be available to you if you had tried to resolve the issue with us first.