Dawa Exec Ltd – Complaints Policy

1. Purpose and scope

This Policy explains how Dawa Exec Ltd ("Dawa", "we", "us" or "our") receives, records, investigates and responds to complaints about bookings, journeys, chauffeurs, approved Partner Operators, customer service, billing and other aspects of our private hire undertaking.

It applies to services provided or arranged by Dawa Exec Ltd, including services marketed under Dawa Exec, Dawa Exec Chauffeurs and Dawa Cars.

A complaint will be considered fairly and on the available evidence. Making a complaint will not affect a customer's right to receive a professional service or to exercise any statutory or regulatory right.

2. How to make a complaint

A complaint may be made using Dawa's published contact channels, including by email, telephone or an available website/portal contact route.

To help us identify and investigate the matter, please provide as much as reasonably available: your name/contact details; booking reference/date/time; passenger name where different; a clear description of what happened and the outcome sought; and relevant supporting evidence.

You do not need to know the chauffeur's full details before raising a complaint. Dawa will use its booking and operational records to identify the relevant journey, chauffeur and vehicle where possible.

3. Urgent safety, safeguarding and criminal matters

Complaints involving passenger safety, safeguarding, violence, sexual misconduct, threats, serious harassment or another urgent risk will be prioritised.

If there is immediate danger to life, violence is taking place or a crime is in progress, contact the emergency services first (normally 999 in the UK).

Dawa may preserve relevant records and cooperate with Transport for London, the police or another lawful authority where appropriate or required.

4. Acknowledgement and investigation

Dawa will acknowledge complaints as soon as reasonably practicable and investigate within a reasonable timeframe having regard to seriousness, complexity and available evidence.

The investigation may include booking records, journey timestamps, communications, chauffeur/Partner Operator information, vehicle details, payment records, photographs and incident reports.

Dawa may contact relevant people for further information. If an approved Partner Operator performed the journey, Dawa may share the minimum information reasonably necessary to assist the investigation.

Dawa will not require the customer to chase a Partner Operator separately merely because Dawa used that operator to fulfil the booking.

5. Complaint records and TfL requirements

Dawa maintains complaint records in accordance with its obligations as a licensed London private hire operator. Records may include the booking date, chauffeur, vehicle registration, complainant details provided, nature of the complaint, investigation and subsequent action.

The required complaint record is retained for at least 12 months from the date the complaint details are recorded, and may be retained longer where another lawful reason applies.

Complaint records containing personal data are handled in accordance with the Privacy Policy.

6. Outcome and possible action

After investigation, Dawa may provide an explanation or apology, correct an account or record, make a refund/credit adjustment where due, take operational or compliance follow-up, change a process, or take no further action where the complaint is not supported by the evidence.

For privacy, contractual and regulatory reasons, Dawa may not always be able to disclose every internal action taken in relation to a chauffeur, supplier or Partner Operator.

7. Billing complaints and disputed charges

Billing complaints are reviewed against the applicable Booking Contract, Cancellation & Refund Policy, Payment & Billing Information, booking record and payment evidence.

Raising a complaint does not automatically cancel a valid invoice or charge. For account customers, any undisputed part remains payable while the specific disputed item is reviewed.

Genuine errors will be corrected through the appropriate finance process, which may include a refund, account adjustment or credit note.

8. Complaints about accessibility or discrimination

Complaints involving disability, accessibility, assistance dogs, discrimination or harassment will be treated seriously and reviewed against Dawa's legal and regulatory obligations.

Required statutory assistance must not attract an additional charge merely because the passenger is disabled or requires assistance protected by law.

Nothing in this Policy limits a passenger's right to raise a relevant matter with Transport for London or another competent authority.

9. Escalation outside Dawa

Dawa encourages customers to give us a reasonable opportunity to investigate and respond first where practicable.

If you are dissatisfied with Dawa's handling of a private hire complaint, or wish to raise a regulatory concern, you may contact Transport for London through TfL's taxi and private hire contact channels.

Privacy complaints may also be raised with the Information Commissioner's Office where applicable.

10. Confidentiality and personal data

Dawa uses complaint information only as reasonably necessary to investigate, respond, keep required records, improve the service, protect legal rights and meet legal/regulatory obligations.

Information may be shared with relevant chauffeurs, Partner Operators, advisers, insurers, regulators, law-enforcement bodies or service providers where there is an appropriate lawful reason.

Dawa avoids unnecessary disclosure of another person's personal information when responding.

11. Complaints, legal notices and other rights

This complaints process does not replace any formal legal notice procedure, statutory right, court process or regulatory reporting route that applies.

Nothing in this Policy removes or restricts rights that cannot lawfully be excluded.

12. Related documents and document control

This Policy should be read with the Terms & Conditions, Passenger Booking Contract, Cancellation & Refund Policy, Payment & Billing Information and Privacy Policy.

Expressly agreed client-specific or journey-specific terms take priority only to the extent of a relevant conflict under the hierarchy in the Terms & Conditions.

This document is Version 1.0 and is effective from 14 September 2026.

Status: Current published Version 1.0. Effective date: 14 September 2026.