Complaints procedure


Our aim is to deliver world class customer service and we believe in treating every customer fairly and equally. Our customers’ views are important to us. If you are in any way dissatisfied it is important you let us know.

How to make a complaint

We take complaints very seriously and we promise to deal with your complaint promptly and in a fair and honest way. If you wish to make a complaint please give us detailed and dated information so we deal with your complaint effectively. If we need further information we will ask.

You can complain to our Customer Relationship team using the following:

  • Telephone - 01525 717 695
  • By e-mail - This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Post this to us at the following address: Customer Relations, The Taxi Shop, Station Road, Ampthill Business Park, Ampthill MK45 2QY

We will acknowledge your complaint in three working days and have up to eight weeks to fully investigate. We will try and keep you updated and try to reach a solution for you. When we have fully investigated your complaint we will issue a final letter which will explain our investigation and conclusion. If we need more time we will advise you.

If you are an eligible complainant and do not agree with out resolution you may wish to refer to:

We are the largest supplier of vehicles for the cab trade in England and Wales. We aim to provide the best combination of Price, Service and Delivery. With 70+ years combined experience in the cab trade, we will help you find the perfect vehicle. 

Bus and Taxis Direct Ltd T/A The Taxi Shop is authorised and regulated by the Financial Conduct Authority (674319). We act as a credit broker not a lender. We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. Visit Financial Ombudsman for information about how to refer a complaint. 

Company registration number (05306798). Registered in England. Registered address: 28-31 The Stables Wrest Park, Silsoe, MK45 4HR.