Legal

Complaints and Lost Property Policy

GT12 • Version 1.0 • Prepared 15 September 2026 • Customer policy and staff procedure

Golden Transfers is a trading name of Golden Transfers Ltd. Golden is the first customer contact for a booking arranged through Golden Transfers, including one performed by an independent driver or another licensed operator. We will investigate fairly and identify responsibility without requiring a customer to pursue the driver first where Golden has an obligation.

Contact [COMPLETE: Golden booking email] or [COMPLETE: Golden telephone]. Correspondence: Golden Transfers Ltd trading as Golden Transfers, [COMPLETE: Golden correspondence address]. Please provide the booking reference, date and a short description if available. A missing reference or inability to use a written form does not prevent a complaint.

1 Immediate safety concerns

Call 999 where someone is in immediate danger or needs emergency help. Staff must escalate urgent safeguarding, violence, sexual misconduct, serious driving or discrimination concerns to the responsible manager immediately. Protect the passenger, preserve evidence and make any required report promptly; do not wait for the ordinary complaint response deadline.

2 Acknowledgement and investigation

We aim to acknowledge ordinary service complaints within two working days and provide a substantive response within 20 working days. Where more time is needed, we will explain why and give a next update date. These are service targets and do not postpone a shorter statutory or licensing obligation.

The complaint handler will record the customer’s concern and requested outcome, review booking, allocation, contact and payment records, and seek the relevant driver or provider’s response. Only necessary information will be shared. We will distinguish a recorded fact, an allegation and a conclusion, and give reasons for the outcome.

Where the applicable Wokingham licence conditions require it, investigation must begin within 48 hours of receiving a complaint and serious misconduct must be reported to the authority within its specified period. Golden must check the current conditions of the actual accepting operation, including whether another authority imposes a different or shorter requirement.

3 Response and escalation

The response will explain what we investigated, our findings, any remedy or improvement, and how to ask for review. Remedies may include an explanation, correction, apology, refund, retraining or a change to allocation controls, depending on the facts and legal rights. An internal disagreement with a provider must not delay a remedy Golden owes.

If you disagree, ask for review by a manager who was not responsible for the original decision where practicable. We will provide an independent review within the business’s size and resources and explain the next step. A complaint will not lead to retaliation or an unjustified restriction on bookings.

You can approach the relevant licensing authority directly, including about a licensed driver, vehicle, refusal of assistance, discrimination or unsafe conduct. We will identify the appropriate authority. You may also use police, consumer, payment scheme or court routes as appropriate. These rights do not depend on exhausting our internal process.

4 Privacy complaints

An objection to the use, disclosure, retention or security of personal information is referred to the privacy lead under GT25, even if it is part of a service complaint. We acknowledge privacy complaints within 30 days and respond without undue delay. That deadline is distinct from an information rights request, which normally has a one calendar month response deadline.

You can contact the ICO through its complaints service. We will not require use of a particular form or make resolution of a service complaint a condition of considering a privacy issue.

5 Lost property reports

Tell us the journey date, approximate time, pickup and destination and a description of the item. Avoid sending a copy of an identity document unless we specifically need a proportionate identity check. We will contact the relevant provider and explain whether the item has been found and who holds it.

Staff and drivers must secure found items, record where and when they were found and restrict access. Do not inspect personal messages, copy device contents or use documents for another purpose. Suspected dangerous or illegal items must be handled through police or another appropriate authority, not brought into a public office casually.

Before return, verify ownership through a description, agreed collection arrangements or another proportionate check. Keep a handover record. A reasonable delivery cost may be agreed in advance; an item must not be held as leverage for an unrelated disputed fare. Applicable local requirements concerning police deposit, storage and disposal take priority.

6 Retention and learning

Keep a restricted complaint or lost property record with the reference, events, investigation, disclosures, outcome and retention date. Apply GT23 and a documented hold if there is a claim or investigation. Do not keep every call, image or personal detail indefinitely because a complaint occurred.

The manager will review trends, including repeated driver concerns, accessibility barriers, payment errors and failed handovers. Record proportionate action and check whether it worked. Annual review alone is insufficient where a serious or recurring risk is already evident.

7 Management completion record