Uber [2]

Meeting: 
MQT on 2019-05-16
Session date: 
May 16, 2019
Reference: 
2019/9228
Question By: 
Andrew Dismore
Organisation: 
Labour Group
Asked Of: 
The Mayor

Question

Uber make it virtually impossible for customers to make an email complaint or indeed any other kind of complaint. Will you investigate this and require them to operate an accessible complaints process?

Answers

Answer for Uber [2]

Answer for Uber [2]

Answered By: 
The Mayor

Officers are drafting a response.

Uber [2]

Uber [2]

Answered By: 
The Mayor

Since 1 October 2018 Transport for London (TfL) has required all private hire operators to have a phone line available to passengers at all times the business is operating to enable customers to make a complaint. I understand that Uber London Limited (ULL) customers can make a complaint by phone, online, via the ULL customer app or on Twitter. 

Complaints about taxi or private hire journeys can also be made directly to TfL at the following location: www.tfl.gov.uk/modes/taxis-and-minicabs.