Contact Northline first
Email complaints@northlinecars.co.uk or call 020 0000 0000. A real person must be available during operating hours and while a Northline journey is being undertaken.
Include
- Booking reference, journey date and approximate time.
- Pickup and destination.
- Passenger name and contact details.
- Driver name, licence number or vehicle registration where known.
- What happened, any evidence, and the outcome you are seeking.
Our process
We aim to acknowledge a complaint within 2 working days and provide a substantive response within 10 working days. Complex safety, insurance, safeguarding or criminal matters may take longer; we will explain the next step. We record the complaint, investigate it, document the outcome and retain the record according to our privacy notice.
Urgent and serious matters
Call 999 if anyone is in immediate danger, violence has been used or a crime is in progress. Serious driver conduct concerns may also need to be reported to the police and TfL. Do not delay an emergency report while waiting for Northline to respond.
Escalation to TfL
If you are dissatisfied with our handling, you may complain through Transport for London’s private hire comments service. TfL may request the booking confirmation and journey details.