Blackstone Executive Transfers takes complaints, customer concerns and passenger safety seriously. We are committed to handling concerns fairly and professionally.
We are currently preparing our private hire operator service and are not taking or confirming private hire journey bookings.
Once our operator service is licensed and active, the following procedure will apply to complaints concerning journeys arranged through Blackstone Executive Transfers. General enquiries and concerns about our business can also be raised using the contact details below.
If you wish to raise a complaint or report a safety concern, please contact us.
Telephone: +44 7377 173456
Email: info@blackstoneexecutivetransfers.co.uk
Address: Hamilton House, 87–89 Bell Street, Reigate, Surrey, RH2 7AN, United Kingdom.
Please provide the following information, where available:
Your name and contact details.
Booking reference, if applicable.
Journey date and time.
Details of what happened.
Relevant vehicle information.
Driver’s name or other identifying information, if known.
Any relevant supporting information.
A safe way for us to contact you.
Please do not send passwords, full payment card details or unnecessary identification documents.
We will acknowledge your complaint and review the information provided.
Where appropriate, we will:
Assess any immediate safety or safeguarding concerns.
Review relevant journey details and available records.
Contact the driver or other people involved, where necessary.
Investigate the circumstances and consider supporting information.
Record our findings and any action taken.
Explain the outcome to you, subject to applicable privacy and legal requirements.
We aim to acknowledge complaints within two working days and provide a substantive response within ten working days.
If an investigation requires additional time, we will provide an update and explain the reason for the delay where appropriate.
These timeframes are our intended service targets rather than guaranteed resolution deadlines.
Once our private hire operator service is licensed and active, we will maintain records of complaints relating to journeys arranged through Blackstone Executive Transfers.
Our complaint records will include, where applicable:
Complainant’s name and contact details.
Date the complaint was received.
Relevant booking and journey information.
Driver’s name and licence number.
Nature and details of the complaint.
Relevant information gathered during the investigation.
Action taken and the outcome.
Complaint records will be kept for at least 12 months from the date the complaint is received.
Where a longer retention period is legally required or necessary for an ongoing investigation or legal claim, relevant records may be retained for the applicable additional period.
All personal information will be handled in accordance with our Privacy Policy.
If someone is in immediate danger or there is an emergency, call 999 immediately.
You may also report relevant private hire licensing concerns directly to Reigate & Banstead Borough Council.
Reigate & Banstead Borough Council – Licensing Department
Email: licensing@reigate-banstead.gov.uk
Website: Reigate & Banstead Borough Council
Contacting Blackstone Executive Transfers does not prevent you from raising a concern directly with the Council or another appropriate authority.
Blackstone Executive Transfers is preparing its private hire operator service.
We are not currently taking or confirming private hire journey bookings.
Once our operator service is licensed and active, all private hire journeys must be pre-booked through Blackstone Executive Transfers. We do not accept street hails.
For general enquiries, complaints or safety concerns, please contact us.
Blackstone Executive Transfers
Hamilton House, 87–89 Bell Street Reigate, Surrey, RH2 7AN United Kingdom
Telephone: +44 7377 173456
