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Claim Policy

Effective Date: November 2025

This Claim Policy outlines the procedures for submitting and resolving claims related to lost property, vehicle damage, service disputes, and other incidents arising from Clocktower Cars Gatwick services.

  1. Introduction

At Clocktower Cars Gatwick, we prioritize customer satisfaction and safety. This policy provides a transparent process for filing claims and ensures fair, timely resolution of issues.

Our Commitment: We aim to investigate claims thoroughly and resolve them fairly and promptly while protecting our business interests.

  1. Types of Claims

This Claim Policy covers:

  • Lost or left property in vehicles
  • Vehicle damage or cleanliness issues
  • Service failures (late arrival, cancellation, no-show)
  • Billing disputes or incorrect charges
  • Personal injury (subject to insurance coverage)
  • Other incidents arising from our services

This Policy does not cover:

  • Missed flights or meetings (passenger responsibility to allow adequate travel time)
  • Delays beyond our reasonable control (traffic, weather, accidents)
  • Incidents caused by passenger misconduct or negligence
  • Third-party claims unrelated to our service
  1. Lost Property Claims

Immediate Action: If you have left property in one of our vehicles, contact us immediately:

Reporting Deadline: Report lost property within 24 hours of your journey for the best chance of recovery.

Search Process:

  • We will attempt to locate your property in the vehicle
  • If found, we will contact you to arrange return or collection
  • For items lost at airports or terminals, we will work with relevant airport lost and found services

Retention and Recovery: For specific details regarding how long we retain lost items, retrieval procedures, postage/delivery charges, and liability for items not recovered, please contact our team directly at info@clocktowercarsuk.com or +441293515151.

Liability Limitation: Clocktower Cars Gatwick is not liable for the loss, damage, or theft of passenger belongings. Passengers are responsible for their own property security.

  1. Vehicle Damage Claims

Passenger Damage: If a passenger causes damage to the vehicle during a journey, the passenger is liable for repair or cleaning costs incurred.

Billing Process:

  • We will assess damage and obtain repair quotes
  • You will be notified of estimated costs before repair commences (where possible)
  • An invoice for repairs will be issued following completion
  • Payment should be made within 14 days of invoice date

Evidence: We may provide photographic evidence of damage. If you dispute the damage claim, contact us within 7 days of receiving the invoice.

Our Damage: If the vehicle has pre-existing damage or our driver causes damage, we will not charge you for these repairs. Report any damage concerns during or immediately after your journey.

  1. Service Failure Claims

Types of Service Failures:

  • Driver did not arrive as scheduled
  • Excessive delays (beyond traffic and circumstances beyond our control)
  • Rude, unprofessional, or dangerous driving
  • Cleanliness or vehicle condition issues
  • Failure to accommodate special requests or accessibility needs

Filing a Claim:

  • Contact us within 7 days of the incident
  • Provide journey date, time, booking reference, and detailed description
  • Include any supporting evidence (receipts, emails, photographs)

Investigation: We will investigate your claim and contact you within 14 days with findings and resolution.

Resolution Options:

  • Full or partial refund of journey fare
  • Credit toward future journeys
  • Formal apology or explanation
  • Driver retraining or disciplinary action (where appropriate)
  1. Billing Disputes and Overcharges

Disputed Charges: If you believe you were overcharged:

  • Contact us within 14 days of the journey
  • Provide your booking reference, journey date, and detailed explanation
  • We will review the fare calculation and circumstances

Review Process:

  • We will verify the correct fare based on distance, time, and rates applicable at the journey time
  • If an overcharge is confirmed, we will issue a refund or credit
  • If the charge is correct, we will explain the calculation
  • For waiting time charges, we can provide details of the waiting period and applicable rates

Resolution: Disputes will be resolved within 14 days of contact.

  1. Personal Injury Claims

Incident Reporting: If you sustain a personal injury during travel with us, report it immediately:

  • Inform the driver at the time
  • Provide written notice within 24 hours to info@clocktowercarsuk.com
  • Obtain witness details if possible
  • Seek medical attention if necessary and retain medical records

Documentation: Provide:

  • Date, time, and location of incident
  • Detailed description of what occurred
  • Injuries sustained and medical treatment received
  • Witness contact details
  • Photographic evidence if applicable

Insurance Claim: Personal injury claims will be handled through our insurance provider. We will:

  • Acknowledge receipt of your claim within 5 working days
  • Provide insurance claim procedures and contact details
  • Advise you of the investigation and resolution process

Liability: We are only liable for injuries directly caused by driver negligence, vehicle defects, or our failure to comply with safety regulations. We are not liable for injuries caused by:

  • Passenger negligence or unsafe behavior
  • Pre-existing medical conditions
  • Circumstances beyond our reasonable control
  • Failure to comply with safety instructions
  1. Claims Process and Timescales

Step 1: Initial Contact

  • Contact us via email, phone, or WhatsApp
  • Provide booking reference, date, journey details, and claim description
  • Include supporting evidence (receipts, photographs, witness details)

Contact Details:

Step 2: Acknowledgment

  • We will acknowledge receipt of your claim within 5 working days
  • You will receive a claim reference number for tracking

Step 3: Investigation

  • We will investigate your claim thoroughly
  • We may request additional information or clarification
  • We will review internal records, driver statements, and evidence

Step 4: Resolution

  • We will contact you within 14-21 days with our findings and decision
  • We will explain the outcome and any action taken
  • If upheld, we will process compensation or resolution as appropriate
  • If rejected, we will provide clear reasoning

Step 5: Escalation

  • If you disagree with our decision, you can request escalation to our management team
  • Submit your escalation request within 7 days of receiving our initial response
  • Management will review the claim and respond within 14 days
  1. Compensation and Resolution

Compensation Outcomes:

  • Refunds: For service failures, we may issue refunds of the journey fare or portion thereof
  • Credits: Compensation may be issued as credit toward future journeys
  • Replacement: For lost items of significant value, replacement or compensation may be offered at our discretion
  • Repair/Cleaning: Damage-related claims will be resolved through repair invoices and payment
  • Insurance Claims: Personal injury and major incident claims will be processed through our insurance provider

Maximum Compensation: Our liability for compensation is limited to the value of the journey fare or the cost of repairs/replacements, whichever is greater, subject to insurance policy limits.

Compensation Limits: We are not liable for:

  • Indirect or consequential losses (missed flights, lost business, emotional distress)
  • Punitive or exemplary damages
  • Claims beyond insurance policy coverage
  1. Payment of Claims

Processing Method: Approved claims will be processed via:

  • Refund to original payment method (card refunds typically within 5-10 working days)
  • Credit issued to customer account for future bookings
  • Bank transfer (for cash payments – provide bank details)
  • Check (upon request, mailed within 14 days)

Timescale: Approved claims will be processed within 10 working days of final approval.

  1. Complaints vs. Claims

Claims relate to specific incidents requiring compensation or resolution (lost property, damage, service failure).

Complaints relate to service quality, driver conduct, or policy concerns. For complaints not involving compensation claims, our standard complaint procedure applies. Contact us for our formal complaints procedure details.

  1. Fraud Prevention

We reserve the right to:

  • Investigate claims for fraudulent activity
  • Request police reports if criminal activity is suspected
  • Decline claims we reasonably believe to be fraudulent
  • Pursue legal action if fraud is confirmed
  • Refer cases to the Police if necessary
  1. Third-Party Liability

Third-Party Claims: If a third party files a claim related to our service (e.g., property damage caused by our vehicle), the matter will be handled through our insurance provider and legal representatives.

Your Cooperation: If you are a witness or involved party in a third-party claim, your cooperation may be requested. We appreciate your assistance in resolving such matters fairly.

  1. Communication

Preferred Contact Methods:

We will communicate with you via your preferred method as indicated during booking or claim filing. Ensure contact details are kept current.

  1. GDPR and Data Protection

All claim information is processed in accordance with our Privacy Policy and GDPR regulations. Personal data related to claims will be retained for periods necessary for dispute resolution and legal compliance.

  1. Regulatory Compliance

This Claim Policy complies with:

  • UK Consumer Rights Act 2015
  • Unfair Terms in Consumer Contracts Regulations
  • Private hire licensing regulations
  • Insurance industry standards
  • GDPR and Data Protection requirements
  1. Policy Updates

We may update this Claim Policy to reflect operational changes or regulatory requirements. Updates will be posted on our website with a revised “Effective Date.” Continued use of our services indicates acceptance of updated policies.

  1. Contact Information

For claims, queries, or concerns regarding this policy:

Clocktower Cars Gatwick

  • Address: Churchill Court, Crawley RH10 9KU, United Kingdom
  • Phone: +441293515151
  • Email: info@clocktowercarsuk.com
  • WhatsApp: +441372747747
  • Hours: Available 24/7 for service; claims team responds to enquiries during business hours