Complaints Policy

Email office@terraproluxe.co.uk with "Complaint" and your booking reference in the subject line, or write to MOVE4WORLD LTD, 2 Lynwood Close, Harrow, Middlesex, HA2 9PR.

Complaints are read and handled directly by the operator, not by an outsourced call centre. If the matter is urgent and relates to a journey in progress, call +44 7578 943536 first so we can act on it at the time.

You can also use the contact form and select the existing-booking option.

• your booking or enquiry reference;
• the date and time of the journey;
• collection and destination points;
• the name the booking was made in;
• a description of what happened and when;
• any photographs, messages or receipts relevant to the issue;
• what outcome you are seeking.

We acknowledge every complaint in writing within 2 working days of receipt, confirming who is handling it and what happens next.

We review:

• the booking record, quotation and confirmed itinerary;
• timings and communications logged against the booking;
• the chauffeur's account of the journey;
• vehicle records where the issue concerns the vehicle;
• payment and invoice records where the issue concerns charging.

We may contact you for clarification. Where a third party such as an airport, venue or partner operator was involved, we will say so plainly in our response.

We aim to give a full written response within 10 working days of acknowledgement. If the investigation needs longer — for example where records must be obtained from a third party — we will tell you before that deadline and give a revised date. The response sets out what we found, what we accept, and any remedy offered.

If you are not satisfied with the response, reply within 28 days asking for it to be reviewed. The review is carried out by the company director and concluded within a further 10 working days. Complaints about the safety or licensing of a public service vehicle operation may also be raised with the Driver and Vehicle Standards Agency or the Traffic Commissioner. Data protection complaints may be raised with the Information Commissioner's Office.

Every complaint, the investigation and its outcome are recorded and retained for six years. Recurring themes are reviewed so that the cause is addressed and not just the individual journey.