Velgo

Information

Making a complaint

If something went wrong, please tell us. You can:

  • use Help → Make a complaint in the app (you can pick the trip it is about);
  • use the complaints form on our website;
  • e-mail us at [complaints e-mail address — OPS TO CONFIRM];
  • phone us — Phone line: being set up; or
  • write to us at [operating centre address — OPS TO CONFIRM].

Your booking is with the company named on your booking confirmation and receipt — Zaytuna Business Services Ltd or Velgo Ltd. If you need help to make a complaint, or would like our reply in another format such as large print or Easy Read, just tell us.

If you are in danger, or a crime is happening, call 999.

What happens next

We give you a reference straight away in the app, and within one working day if you contact us another way. If your complaint is about safety — for example violence, a sexual offence, a threat, or a child or vulnerable adult at risk — we act the same day, which can include stopping the driver working while we investigate and reporting the matter to the police and the licensing authority. For anything else we aim to send you a full reply within 10 working days; if we need longer, we will tell you why and reply within 20 working days. Our reply explains what we found and what we have done.

If you are not satisfied

If you are not satisfied, you can also complain to the licensing authority that licenses the company you booked with: Transport for London for Zaytuna Business Services Ltd, or City of Wolverhampton Council for Velgo Ltd. Their complaint forms are on their websites (see below). If your complaint is about how we used your personal information and you are not satisfied with our answer, you can complain to the Information Commissioner's Office.

We keep complaint records for 12 months, as our licences require, and we may share them with the licensing authority if it asks.

  • Transport for London: tfl.gov.uk → Help and contact → the private hire complaint form
  • City of Wolverhampton Council: wolverhampton.gov.uk → Licences → the "Report a driver, vehicle or concern" form
  • Information Commissioner's Office: ico.org.uk → Make a complaint