Which kind of complaint?
| Your complaint is about… | Contact first | Response |
|---|---|---|
| The vehicle, the driver, timings or anything on the day | Your Supplier (details on your itinerary), copying us in | Decision from the Supplier within 14 days |
| Our booking service, your itinerary, payments or our website | Premier Carriage | Acknowledged within 5 working days; full reply within 14 days |
| How we've handled your personal information | Premier Carriage (Didier Di Mario) | Within one month |
About your vehicle or the day
Your contract for the vehicle is with the Supplier, so they're responsible for putting things right and paying any refund due. Section 9 of our Terms of Hire explains how refunds are worked out.
- Write to the Supplier by email, using the details on your itinerary. Say what went wrong, which part of your itinerary was affected, and what you'd like them to do. Include your booking reference and any photos or messages that help.
- Copy us in at enquiries@premiercarriage.co.uk, so we can follow it up.
- Give the Supplier up to 14 days to give you a decision. Most reply much sooner.
- Once you've agreed a refund, the Supplier pays it within 7 days. If it doesn't arrive, tell us and we'll chase it.
If it isn't resolved
If the Supplier hasn't given you a decision within 14 days, or you're unhappy with it, email us with your booking reference and a short summary. We'll acknowledge it within 5 working days, take it up with the Supplier on your behalf, and press for a fair outcome.
We aren't a party to your hire contract, so we can't promise a particular result. But we take every complaint seriously: we review the Supplier's side, tell you what they've said, and Suppliers who repeatedly fall short of our standards stop being listed on our website.
About Premier Carriage
If your complaint is about something we did, for example a mistake on your itinerary, a payment problem or something on our website, email enquiries@premiercarriage.co.uk or write to Premier Carriage Wedding Cars Ltd, 15 Rockstone Place, Southampton, Hampshire, SO15 2EP. We'll acknowledge it within 5 working days and aim to give you a full response within 14 days. If it's our mistake, we'll put it right (see section 12.3 of our Terms of Hire).
About your personal information
Contact Didier Di Mario using the details in our Privacy Notice. You can also complain to the Information Commissioner's Office at ico.org.uk, though we'd appreciate the chance to put things right first.
Outside help
If you're still not satisfied, you can get free, independent advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133). If you paid by credit or debit card, your card provider may also be able to help. Nothing on this page affects your legal rights.