FAQs

If you have any questions that are not answered here, please call +44 (0) 20 7403 3333 and we will be pleased to help.

Questions

Are ENC a Public Carriage Office (PCO) registered company?
How do I make a booking?
What are your opening hours?
Is VAT included in the price?
How long will I have to wait for a car once i've booked?
I have lost an item in one of your vehicles, how do i get it back?
How far in advance can I book a car?
Do ENC offer account facilities?
How much will I be charged for waiting time?
When will I receive my account statement/invoice?
Can I get a receipt for my journey?
Do you carry pets/guide dogs in your vehicles?
Does my child have to be in a child/booster seat in the car?
Who do I contact to give feedback on your services?
Will I be charged a cancellation fee?
Where are you based?
Are your telephone calls recorded?

Answers

Are ENC a Public Carriage Office (PCO) registered company?

Yes, Express National Carriers are a PCO registered operator and all of our drivers are fully insured and licensed in accordance with the strict PCO guidelines.

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How do I make a booking?

Complete our online "BOOK NOW" feature or call our control centre on +44 (0) 20 7403 3333.

Bookings are also welcome by Fax or Email.

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What are your opening hours?

We are open 24 hours a day, 365 days a year.

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Is VAT included in the price?

Yes, Value Added Tax included, unless otherwise stated.

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How long will I have to wait for a car once i've booked?

Our usual response time is within 15 minutes for pickups within the M25.

During periods of peak demand you will be given an estimated pickup time by our experienced controllers at the time of booking.

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I have lost an item in one of your vehicles, how do i get it back?

Contact us immediately so that we can inform the driver that he may have your property on board. Lost property can either be returned by the driver directly to the passenger at a small cost, as he may be missing  other work, or returned to our offices for delivery at a later time. You may alternatively wish to collect in person from our HQ at a time convenient to you. Please note that as our drivers do not return to the office between jobs so it may take up to 48 hours before your property can be re delivered or collected.

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How far in advance can I book a car?

There is no limit on how far in advance you can book any of our services. Days, weeks or even months, rest assured that we will arrive for the booked time.

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Do ENC offer account facilities?

Yes. We offer a range of accounts from Direct Debit, Personal Credit, Debit card accounts or corporate BACS accounts. If you would like to discuss our account options in detail please contact one of the team who will be glad to assist.

Or to set up a debit or credit card account click here.

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How much will I be charged for waiting time?

Waiting time is free for the first five minutes but becomes chargeable in full once into the sixth minute. The rate for these charges does vary with vehicle and payment type. Waiting time for a saloon vehicle is charged from 40p per minute and can be quoted at the time of booking.

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When will I receive my account statement/invoice?

Credit and Debit card account holders are sent statements every Wednesday and corporate account holders are usually invoiced calender monthly.

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Can I get a receipt for my journey?

Yes, the driver can provide you with a receipt for a cash journey whilst you are in the car. Account customers will receive an account statement which will include details of each journey and their prices.

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Do you carry pets/guide dogs in your vehicles?

Animals are carried at the drivers discretion and must be suitably contained where applicable. Passengers must declare at the time of booking if they are travelling with any type of animal so that the driver can be informed before being dispatched. It is a legal requirement that all drivers allow guide dogs into their vehicles unless they have a medical condition which would be affected by being in close contact with a dog.

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Does my child have to be in a child/booster seat in the car?

No, It is not a legal requirement for children to be in a child seat in a PCO licensed vehicle but is entirely at the discretion of the parent or guardian. All children must use and adult seatbelt wherever possible, we carry a stock of various size child seats at our head office in London bridge.

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Who do I contact to give feedback on your services?

The duty supervisor should be contacted in the first instance who will advise and pass on any necessary information for further action if needed. Or alternatively you can use the contact us form on our website www.expcar.com We are always keen to hear feedback from our clients whether it be positive or negative so that any changes or improvements to our services can be made if required.

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Will I be charged a cancellation fee?

Drivers are entitled to a COA (cancellation on arrival) fee if you call to cancel after the driver has arrived at the pick up. You may also be charged if you do not give reasonable notice for cancelling out of area pickups or for specialised vehicles. Reasonable accepted notice is usually 30 minutes.

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Where are you based?

To say that we are based at a particular location would be inaccurate. Our drivers are able to log on from anywhere within the M25 and do not return to a "base" between jobs. Our London offices are the heart and control centre for Express but staff are also able to work remotely from anywhere in the world.

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Are your telephone calls recorded?

Yes, all of our calls are recorded for training, query & dispute resolution and security purposes. Conversations held between drivers and controllers via radio are also recorded.

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