Legal
Complaints Procedure
We take feedback seriously. Here's how to raise a concern and what happens next.
Complaints Procedure
Last updated: 1 January 2026
At Nova Lux, we aim to deliver the same exceptional standard on every journey. If something falls short of that standard, we want to know — your feedback helps us put things right and improve for the future. Here's how our complaints process works.
1. Contact Us
Email hello@novaluxtravel.co.uk or call 07396 972411 with details of your booking (reference number, date and journey) and a description of the issue. We aim to acknowledge all complaints within 1 working day.
2. Investigation
A member of our management team will review your complaint, which may include speaking to the chauffeur or driver involved and reviewing booking records. We aim to complete most investigations within 5 working days.
3. Resolution
We will respond with the outcome of our investigation and, where appropriate, a proposed resolution — which may include an apology, an explanation, a partial or full refund, or a goodwill gesture toward a future booking.
4. Escalation
If you are not satisfied with our response, you may request that your complaint is escalated to a senior member of the team for further review.
External Resolution
If your complaint relates to our private hire operator licence and you are not satisfied with our response, you may also raise the matter with Transport for London (TfL), our licensing authority.
Get in Touch
Email: hello@novaluxtravel.co.uk
Phone: 07396 972411
Post: 30 Leyton Green Road, Leyton, London E10 6AZ, United Kingdom