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 emailing support@wright-travel.co.uk with a clear description of what went wrong.

Response Timeframes

The timeframes for responses — both from you and from us — are outlined on our Response Timeframe 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 investigable due to the routine deletion of such materials.

Internal Complaints Process

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.

Third-Party or Driver-Initiated Complaints

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.

Escalation Process

If you are unhappy with the outcome of your complaint, you may request an internal review by senior management. To be eligible for escalation:

• You must have been honest and forthcoming during the initial process.

• You must have engaged 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 the outcome of the initial investigation as final.

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.

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.