POLICIES AND COMPLAINTS

Our Commitment

OUR COMMITMENT

At ERS Taxi Service Ltd, we are committed to delivering a safe, reliable, and accessible transport coordination service for all our clients. We operate in full alignment with Access to Work guidelines and ensure that all journeys are compliant with Department for Work and Pensions (DWP) reimbursement rules.

Our internal policies are designed to provide transparency, consistency, and reassurance to every client using our service.

1. BOOKING POLICY

All bookings must be made through our approved channels: online registration, SMS, or the ERS Taxi app.
Bookings are only confirmed once the client receives a confirmation text message.
Cancellations must be made at least 15 minutes prior to the scheduled journey start time to avoid charges.
Short-notice cancellations or no-shows may result in full charges being applied by the provider.

2. PAYMENT POLICY

Invoices are issued monthly, in accordance with each client’s Access to Work award.
Where a personal contribution is required (as specified by Access to Work), the client is responsible for paying that amount directly.
Clients (or their authorised managers) are responsible for uploading invoices to the Access to Work portal for reimbursement.
Any fees not covered by Access to Work (e.g. unauthorised tolls or pre-booking charges) may be billed directly to the client.

3. CLIENT RESPONSIBILITIES

Clients are expected to:

Ensure that their Access to Work funding is active, accurate, and up to date
Notify ERS Taxi Service Ltd promptly of any changes in employment, working hours, workplace address, or award details
Provide valid identification upon registration to prevent fraud
Maintain respectful and professional communication with all staff and drivers

4. CONFIDENTIALITY & DATA PROTECTION

ERS Taxi Service Ltd complies fully with the UK GDPR and Data Protection Act 2018.

Client personal and travel data is stored securely and used only for the purposes of service delivery, compliance with Access to Work rules, and safeguarding.

For more details, please refer to our Privacy Policy.

COMPLAINTS PROCEDURE

We take complaints seriously and aim to resolve issues fairly, efficiently, and with transparency.

Stage 1 – Informal Resolution

Contact our Customer Care Team:
contact@erstaxiservice.co.uk

We will acknowledge your concern within 2 working days and aim to resolve it within 7 working days.

Stage 2 – Formal Complaint

If unresolved, please submit a formal written complaint including:

Your full name
Reference number (if available)
A clear description of the issue

We will conduct a full investigation and respond in writing within 20 working days.

Stage 3 – Independent Review

If you remain dissatisfied, you may request an independent internal review.

For Access to Work–related matters, you may also raise a concern directly with the Department for Work and Pensions (DWP).

CONTACT US

For complaints, policy queries, or compliance matters:

contact@erstaxiservice.co.uk

0800 7 555 258

NOTICE & LIABILITY STATEMENT

ERS Taxi Service Ltd provides transport coordination services for Deaf and disabled clients under the Access to Work scheme. We contract only with licensed and approved third-party transport providers.

While we take every reasonable step to ensure safety, punctuality, and compliance, the conduct, condition, and operation of the vehicles and drivers remain the legal responsibility of the third-party providers.

ERS Taxi Service Ltd is responsible for:

Coordinating and managing bookings
Ensuring compliance with Access to Work regulations
Issuing accurate invoices for claim submission