投訴政策Complaints Policy
Granvio Group Limited 致力提供專業、安全及可靠的服務。如你對預約、司機、車輛、行程或客戶服務有任何不滿，請在合理可行情況下盡快聯絡我們。
Granvio Group Limited is committed to providing a professional, safe and reliable service. If you are dissatisfied with any aspect of a booking, driver, vehicle, journey or customer service, please contact us as soon as reasonably practicable.
如何提出投訴How to make a complaint
請盡量提供姓名、聯絡資料、行程日期及時間、上落車地點，以及足夠資料讓我們了解事件。如有 booking reference、相片或其他相關資料亦可一併提供。
Please provide, where available, your name, contact details, journey date and time, pickup and destination, and enough information for us to understand the complaint. A booking reference, photographs or other relevant information may also help.
Email: granviogroup@gmail.com
Phone / WhatsApp: +44 07831 798 823
如可以，請在電郵標題註明「Complaint」或「投訴」。
Please include “Complaint” in the email subject line wherever possible.
我們如何處理How we handle complaints
Granvio 會在收到投訴後48小時內開始調查。我們會檢視相關資料，並按需要向司機或合作持牌營運商了解情況，同時記錄投訴及所採取的處理措施。
Granvio will initiate an investigation within 48 hours of receiving a complaint. We will consider the available information, speak with relevant drivers or partner operators where appropriate, and keep a record of the complaint and action taken.
如投訴涉及持牌司機，我們會通知投訴人有權直接向相關 Licensing Authority 提出投訴。涉及暴力、性方面不當行為、種族歧視、不誠實、Equality Act breaches、危險駕駛或其他嚴重行為的投訴，會在適當或法律／牌照要求下轉介 relevant Licensing Authority 及／或警方。
Where a complaint concerns a licensed driver, we will inform the complainant of their right to complain directly to the relevant Licensing Authority. Serious complaints involving violence, sexual misconduct, racist behaviour, dishonesty, Equality Act breaches, dangerous driving or other serious misconduct may be referred to the relevant Licensing Authority and/or police where appropriate or required.
記錄Records
Granvio 會按照適用 licensing requirements 保存 complaints register；在 Wokingham operator arrangements 下，相關 complaint records 至少保存六個月。
Granvio maintains a complaints register in accordance with applicable licensing requirements. Under the Wokingham operator arrangements, relevant complaint records are retained for at least six months.
Wokingham Borough CouncilWokingham Borough Council
如投訴涉及 Wokingham 發牌的 private hire driver、vehicle 或 operator，你亦可使用 Wokingham Borough Council 的 taxi feedback / complaint channels。
If a complaint concerns a Wokingham-licensed private hire driver, vehicle or operator, you may also use Wokingham Borough Council’s taxi feedback and complaint channels.