VCR — Voice Contact Requirement

Speak to a Real Person

During Team KR Limited’s hours of business, and at all times while a Team KR private hire journey is being carried out, the passenger for whom the booking was made can speak to a real person in real time to make a complaint or discuss any other matter about the carrying out of the booking.

This is our Voice Contact Requirement (VCR) service. It is intended to provide immediate voice support rather than relying only on email, online forms, text messages or voicemail.

Voice Contact Numbers

📞 Primary voice line: 020 3916 6058

📱 Backup voice line: 07575 606958

💬 WhatsApp messages are also available on 07575 606958 , but written messaging is an additional contact method and does not replace your ability to speak to a person by voice.

24/7 Voice Availability

Team KR Limited advertises private hire booking availability 24 hours a day, 7 days a week. Accordingly, a person is available for passengers to speak to by voice during those operating hours and throughout any Team KR journey being carried out, including journeys that continue overnight, at weekends or on public holidays.

Call Handling & Fixed Premises

Voice-contact calls are handled only from Team KR Limited’s operating centre or another suitable premises with a fixed address that has been notified to Transport for London before being used for this purpose, as required by the VCR rules.

Registered office:

Office 1.19-1.20, Res Co-work 21, Regus Heathrow, 450 Bath Road, Longford, Heathrow, London UB7 0EB

What You Can Contact Us About

• A complaint about your booking or journey
• The driver or vehicle not matching your booking information
• The driver not arriving or difficulty locating the vehicle
• A safety, conduct or safeguarding concern
• A change, delay or other problem affecting the journey
• A fare or payment issue relating to the booking
• An accessibility or assistance requirement
• Lost property connected with a Team KR journey
• Any other matter about the carrying out of your booking

Complaints & Records

Complaints or concerns raised through the VCR service will be handled in accordance with Team KR Limited’s complaints procedure and applicable TfL record-keeping requirements. Where appropriate, we may ask for your booking details so that we can identify the journey and respond properly.

Emergency & Police Contact

The VCR service does not replace the emergency services. If a crime is in progress or has just occurred, there is danger to life, violence is being used or threatened, or someone is seriously ill or injured and their life is at risk, call 999 first.

For a non-emergency crime or a road traffic collision that does not require an emergency response, contact the police on 101 or use the police’s online reporting service where appropriate. You can also contact Team KR so that we can take any action required in relation to the booking.

Regulatory Basis

Team KR Limited provides this voice-contact facility in line with Regulation 9(11) of the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000 and Transport for London’s guidance on the Voice Contact Requirement.

Official TfL information: Private hire operator licensing and VCR guidance