Step 1 — Contact us directly
Email bookings@premiercarssurrey.co.uk or call 01483 861 861 with your booking reference. Our office aims to acknowledge complaints within 1 business day and provide a full response within 5 business days.
Step 2 — Escalation to a manager
If you're not satisfied with the initial response, request escalation to our Operations Manager. Escalated complaints are reviewed within 10 business days.
Step 3 — Licensing authority
Premier Cars Surrey is licensed by Waverley Borough Council. If your complaint remains unresolved you may contact the council's licensing team.
Records
Every complaint is logged with a unique reference, the driver and vehicle involved, and the outcome. This log is reviewed monthly for training and service improvement.