Complaints Procedure

Last updated: 10 September 2026

TeslaRides aims to provide a high-quality, reliable service at all times. However, we understand that sometimes things may not meet your expectations. We take all complaints seriously and handle them fairly, transparently, and promptly.

How to Make a Complaint

You can make a complaint by:

• Phone: 07980 069000
• Email: [email protected]
• WhatsApp: 07980 069000

Please provide as much detail as possible: your name, contact details, date and time of journey, pickup and drop-off locations, and a description of your concern.

Our Response Process

Stage	What Happens	Timeframe
Acknowledgement	We confirm receipt of your complaint	Within 24 hours
Investigation	We review all details and gather information	Within 5 working days
Response	We provide a full written response with our findings and any resolution	Within 10 working days
Escalation (if needed)	If unresolved, you may escalate to the relevant licensing authority	See below

Regulatory Escalation

As a private hire driver licensed by Wolverhampton City Council, if you are unsatisfied with our final response, you may escalate to:

• Wolverhampton City Council — Licensing
• Happy Cabs (Stafford) — the licensed private-hire operator that accepts and fulfils bookings arranged through this website

If the journey took place in a different local authority area, you may also contact that area's Licensing Authority.

Data Protection Complaints

If your complaint relates to how we have handled your personal data under UK GDPR, you have the right to complain to the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Helpline: 0303 123 1113

Our Commitments

• Acknowledge every complaint within 24 hours
• Investigate thoroughly and fairly
• Communicate clearly and honestly
• Apologise where we have fallen short
• Take corrective action to prevent the same issue recurring