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    A & B Taxis Customer Charter

    A&B Taxis will provide our clients with quality service by:

  • Identifying ourselves when we speak to our clients.
  • Seeking to understand our clients requirements and to identifying what is important to our clients.
  • We will listen actively and act responsively to our client’s needs.
  • We aim to Recognize that clients have different needs and by personalizing our services and advice in ways that aim to fit those needs.
  • Treating our clients with respect and courtesy, maintaining confidentiality all all times.
  • Giving our clients clear, accurate, timely and relevant information or help our clients fulfill their needs.
  • Being clear and helpful in dealing with our clients, always giving reasons for our decisions.
  • Respecting the confidentiality of personal information and using it only in accordance with the law.
  • Acting with care and diligence as we prepare a response, conducting ourselves honestly and with integrity in accordance with a strict Code of Conduct.
  • Presenting our responses to our clients inquiries clearly and concisely, using plain English, understandable graphics, or other means relevant to our clients needs. Generally, we will write back within 28 days of getting our clients letter. If this is not possible, we will tell our clients why we cannot and when our clients can expect response. Our correspondence will include the name and telephone number.
  • Ensuring that our recorded telephone, facsimile and Web services are kept current with the latest information, programs, services and products.
  • Ensuring that our Web site is easy to use and well set out and prices shown are always up to date
  • Ensuring that all our services meet a well-defined client need. Basildon Taxis ltd and all our subsidiary companies is committed to delivering excellent customer service. We have a straightforward approach to customer care and service – essentially we treat our customers as we would like to be treated ourselves.


    What we ask of our clients

    Company managers and telephone staff alike should not be expected to deal with rude, abusive or threatening behaviour. If such unpleasant behaviour is encountered and cannot be calmed down, our staff will politely state that they will have to terminate the contact (put the telephone down) or if the problem is in a vehicle, that it will be reported to the office for further investigation. The company will take appropriate action against any individuals who are abusive to staff, including, if the abuse is from a passenger, be reserve the right to blacklist that customer form using our services in the future


    Enquiries/complaints/lost property

    All property left in the vehicle will be handed over to an appropriate member of office staff, who will then make every effort to ascertain who it belongs to.If this can be found the company request it is collected form our office, if the customer wishes us to delivery the lost property to their location , the company reserve the right to charge the customer for this service.


    Complaints recieved in writing, which includes letter and email.

    We aim to respond to standard written enquiries within seven working days of receipt, resolving the issues raised if at all possible. If the issue is more complicated and likely to take longer to resolve, we will give the complainant an idea of how long this will take. if the the company or writer belives our Licensing autority should be involed to help resolve an issue, this company has no predictable time scale , as responses from the Licensing authority are beyond ou control.

    Complaints recieved by telephone call or visit .

    We aim to respond within two working days of first contact resolving the issues raised if at all possible. If the issue is more complicated and likely to take longer to resolve, we will give the complainant an idea of how long this will take. if the the company or writer belives our Licensing autority should be involed to help resolve an issue, this company has no predictable time scale , as responses from the Licensing authority are beyond ou control.


    Contact by email

    We aim to respond to emails sent to info@abtaxis.co.uk within 20 mins, except at weekends or during bank holidays. All emails will at least receive an acknowledgement immediately stating when a full reply will be made if it is not possible to deal with the inquiry immediately.


    Contact by Telephone

    We aim to answer the telephone within 20 seconds (six rings) during normal working hours. We always try to resolve our clients query at the first point of contact. If this is not possible we will pass our clients call to someone who can help and ensure that our clients have the name of the staff member dealing with the query.

    Admin Staff are available Monday to Friday 8am to 5pm on

    +44 (0)1268 555555


    CHANGES TO THIS CHARTER.....
  • Any changes we may make to our Customer Charter in the future will be posted on this page.