Draft — to be reviewed by a solicitor before launch

Legal · Last updated 14 September 2026

Complaints

If something’s gone wrong, tell us. Here’s how, and what happens next.

01Emergencies first

If you or someone else is in danger, call 999. For non-emergency police matters, call 101. Then let us know.

02How to complain

You can complain about a trip, a driver, a rider, a fare, a payment, Ride Tab, a driver package or anything else:

  • In the app — go to Help, choose the trip or topic, and tell us what happened.
  • By email — support@letrides.com with “Complaint” in the subject.
  • By post — Complaints, Telktia Ltd, [Registered office address].

Please include:

  • your name and the phone number or email on your account;
  • the date, time and pick-up of the trip, if it’s about a trip;
  • what went wrong, and what you’d like us to do to put it right.

03What happens next

  1. We’ll acknowledge your complaint within [X] working days.
  2. A member of our team will look into it. We may speak to the driver or rider involved and check trip records.
  3. We aim to give you a full response within [X] working days. If it will take longer, we’ll tell you why and when to expect an answer.
  4. If you’re not happy with our response, you can ask for it to be reviewed by a senior manager.

04Complaints about a driver or vehicle

As well as telling us, you can complain to the licensing authority that licensed the driver or vehicle. For Glasgow-licensed taxis and private hire cars, that’s Glasgow City Council Licensing. The driver’s licence number is shown on your trip in the app.

05Card payments and Direct Debits

  • Card payments: if we can’t resolve a problem with a card payment, your card issuer may be able to help, including through a chargeback.
  • Ride Tab Direct Debits: Direct Debits are protected by the Direct Debit Guarantee. If an error is made in the amount or date of a payment, you’re entitled to a full and immediate refund from your bank.
  • Driver packages and payouts: contact us first. Payout questions may also involve Stripe, and we’ll help you with that.

06Complaints about your personal data

Contact us first. If you’re not happy with our answer, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

07If you’re still not happy

[Name of alternative dispute resolution scheme, if any]. You can also take your claim to court. In Scotland, smaller claims are usually dealt with under the Simple Procedure in the sheriff court. Citizens Advice Scotland can give free advice.