Verified: 15 March 2026 02:30 am UK Time
Industry: Ride-Hailing & Black Taxi Services
Jurisdiction: United Kingdom
Primary Regulators: Transport for London (TfL), Local Authority Licensing Departments, & Trading Standards
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Gett staff will never ask for your account PIN, ask for your bank details via text message, or ask you to move money to a “safe account”.
Level 1: Customer Support (Initial Complaint)
- How to complain: You can raise your complaint via the “Live Chat” section within the Gett app, by sending an email, or by calling their UK support team directly.
- Direct Email:
customercare.uk@gett.com - 24/7 UK Phone Line: 0207 397 4300
- Availability: Both the phone line and the in-app chat operate 24 hours a day, 7 days a week, 365 days a year.
- Timeline: Gett aims to resolve active trip issues immediately over the phone or via chat. Email inquiries and manual reviews for disputed fees typically take 24 to 48 hours.
- Source Verification: Gett UK User Terms of Service, Section 27.1 “How to contact us”
Level 2: Formal Corporate Escalation (Notice of Dispute)
- Who to contact: If standard customer service refuses your refund (e.g., upholding an unfair cancellation fee or a meter dispute), you must formally escalate it. Reply to your existing email ticket demanding a manual review by a supervisor, or send a formal letter. Highlight any GPS discrepancies or missing evidence.
- Postal Complaints Address: Customer Service Department,
GT Gettaxi (UK) Limited,
Angel Gate, 326 City Road, Lower Ground Floor,
London, EC1V 2NZ - Timeline: If they flatly refuse your request in writing (via email or app chat transcript), you have exhausted their internal process and can proceed immediately to Level 3. You do not need to wait 8 weeks.
- Source Verification: UK Companies House, GT GETTAXI (UK) LIMITED, Company number 07603404
Level 3: Regulatory Authority (The Financial Route & Licensing)
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Authority: Your Bank AND The Local Licensing Authority (e.g., TfL)
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The Reality: Because Gett is not part of any statutory consumer Ombudsman scheme, you cannot escalate a fare dispute to an external financial regulator.
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The Financial Route (Refunds): If Gett refuses to refund a fraudulent charge, an uncompleted ride, or a mapped route error, you must immediately contact your bank and request a Chargeback (for debit cards/credit cards). Use your emails/receipts as evidence.
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Advocate Note on Section 75: While Section 75 of the Consumer Credit Act protects credit card purchases over £100, Gett acting as a third-party agent for self-employed cab drivers can sometimes void the “debtor-creditor-supplier” chain required for Section 75. A standard bank Chargeback is generally a safer, faster route.
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The Licensing Route (Conduct): If your complaint is about illegal behavior (e.g., the driver driving dangerously, refusing a guide dog, or harassment), you must report the driver and Gett directly to Transport for London (TfL) (if in London) or your local city council’s taxi licensing department. They have the legal power to investigate and revoke licenses.
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Timeline (CRITICAL): You do not need to wait 8 weeks to file a Chargeback. Once Gett gives you a final “No” in writing, you can immediately contact your bank.
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Source Verifications: * Citizens Advice: Claim back money from a bankrupt or unresponsive company (Chargebacks)
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Transport for London (TfL): Help & Contacts (Taxis and Minicabs)
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA). You must address it to their exact corporate legal entity operating in the UK.
- Legal Address: Legal Department, GT Gettaxi (UK) Limited, Angel Gate, 326 City Road, Lower Ground Floor, London, EC1V 2NZ
- Court: If the LBA fails and your bank refuses a chargeback, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track.
- Source Verifications: * Ministry of Justice - Practice Direction: Pre-Action Conduct
- Make a court claim for money (GOV.UK)
Community Action: Is Gett still refusing to refund you for an unfair meter charge, or did they block your account for initiating a legitimate bank chargeback? Reply below (do not share your passwords, full trip receipts, or PINs), and our community will point you to the right Chargeback or Small Claims Court templates!