"strongly dissatisfied and treacherous experience"

I Cannot stress enough to not go through this company! The company is ignoring my formal complaint after we received the following experience, I have no choice at this time other than go through the ombudsman. They refuse to respond!
Some of the issues we faced are - 1.5 hours late, the Driver was on the phone (4 different calls during our booking and whilst on the motorway) Driver was vaping, Caused a 3+ hour delay to our trip, shocking lack of cleanliness and hygiene on the van and all photographic evidence was given in the formal complaint!

"The service was friendly and polite all…"

The service was friendly and polite all the way from start to finish. What they said would happen did. The driver was on time, friendly and helpful. Great experience all round. Thank you! You made an enormous contribution to a family birthday celebration

"Thanks for helping me last minute"

Thanks for helping me last minute. Price was really good and service was excellent.

"Thanks for arranging my last minute…"

Thanks for arranging my last minute transport. Was stuck due to the Rail Strikes and Cole really helped out. I appreciate you keeping me informed with the driver details. Def use your services again.

"Arranged a mini bus for the football"

Arranged a mini bus for the football. Price was good considering it was Boxing Day and it was 2 1/2 hours away. The mini bus arrived early which was good. Trip was overall good with a few breaks in between at services.