Our driver Nas got us swiftly to our appointment at GOSH and back home again, couldnt fault him. Apologies we wernt more talkative, we were very tired from the early wake up 😂 Was very helpful with l... See more
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Nasir was amazing picked us up and made the journey back home from GOSH pass much easier by him being friendly,caring and chatty. We felt well cared for,safe and updated on progress throughout no... See more
Company replied
All from Lewisham HATs Transport Zelimah Gary & Lee Trevor & Darren Caring , good work ethics , very supportive and Kind towards my mum when transporting her home . Tanya , Ali and Dionn... See more
Company replied
Absolutely outstanding service by Neil Campbell who escorted me from home to the Queen Mary’s Hospital. He called me prior to pick up to let me know he was 5 mins away. He was charming, polite and e... See more
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Company details
Written by the company
HATS Group are a leading provider of specialist transport services for the NHS and Local Authorities across England and Wales.
Contact info
London, United Kingdom
- yourexperience@hatsgroup.com
- www.hatsgroup.com
4.8
Excellent
954 reviews
Replied to 100% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
nasir driver
this company has some really nice drivers they are courteous and nothing is to much hassle arrived on timeand got to our hospital appointment ontime
booking was easy and everything went without any drama's thank you so much
April 17, 2026
Unprompted review
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Once again Ashraf was absolutely…
Once again Ashraf was absolutely amazing! Took us to and from GOSH with due care and great conversation. Always learn a new thing with Ash! Thanks again 🙂
April 16, 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon Sally,
Thank you for your continued feedback. We are really pleased to hear about your experience with Ashraf.
We will make sure your kind words are shared with him. I know he will really appreciate it!
Thank you
Jo
St George’s hospital Tooting
From St George’s hospital Tooting. The drivers are amazing so is the receptionist but the HCA who sits there constantly on her phone and with an attitude gets annoyed even to get you tea or coffee and kisses her teeth and is very rude and unapproachable. Makes me think why she’s there at all. They really need to change that as it makes patients really uncomfortable to even ask for water
April 16, 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon Sal,
Thank you for taking the time to share your feedback.
We are really pleased to hear your positive comments about our drivers and the receptionist. It is great to know they are providing a supportive and professional service.
We are sorry to hear about the experience you described with the HCA. To clarify, the individual you have referred to is not a member of the HATS team, as they are employed directly by the hospital. However, we understand the impact this has had on your overall experience and how uncomfortable this must have felt.
Your feedback is important and we would encourage you to raise this directly with the hospital so it can be reviewed appropriately.
I hope you have a lovely day
Jo
Nas was a fantastic help!
Our driver Nas got us swiftly to our appointment at GOSH and back home again, couldnt fault him. Apologies we wernt more talkative, we were very tired from the early wake up 😂 Was very helpful with loading up the car/van and letting us know we could leave our extra car seat at reception etc, and always seemed to be smiling. 100% would recommend 😊 thank you for making our day a little easier and run smoothly!
April 15, 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon Lyndsay,
Thank you for taking the time to share your experience. We are really pleased to hear about your journey with Nas.
It is great to know he was able to get you to your appointment smoothly and support you throughout, especially with the practical help and clear communication. We completely understand the early starts can be tiring, so it is lovely to hear he made the journey easier and more comfortable for you.
Your kind comments about his positive attitude and helpfulness will be shared with him. I am sure he will really appreciate it!
Thank you and take care
Jo
Thank you Mark and Georgina
Mark and Georgina transferred my dad from Hillingdon Hospital to St Mary's Hospital this evening. We've had a very stressful 2 weeks waiting for the transfer to happen. Immediately they put myself and 83 year old father at ease. They were kind, sensitive, highly competent and a bit of humour too which was just what we needed. Instantly I knew my dad was in safe hands. A credit to HATS, thank you x
April 10, 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon,
Thank you for taking the time to share your experience. We are really pleased to hear about the support provided by Mark and Georgina.
We understand how stressful waiting for a hospital transfer can be, so it is great to know they were able to put both you and your father at ease straight away. Their kindness, sensitivity and professionalism, along with a bit of humour, can make a real difference in moments like these.
Your comments about feeling confident your dad was in safe hands mean a great deal. We will make sure your kind words are shared with them and the wider team.
I hope you have a great day
Jo
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Excellent experience
I just wanted to thank Amanda and Courtney for their sensitive and professional handling during a patient transfer from hospital to hospice, they were just lovely with the patient and family, thank you so much.
April 9, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Katie,
Thank you for taking the time to share your feedback.
We are really pleased to hear about your experience and the care provided by Amanda and Courtney during what we understand can be a very sensitive journey. Supporting patients and families with compassion, dignity and professionalism is at the heart of what we do, and it is great to know this came through.
We will make sure your kind words are shared with them. It will mean a great deal to both of them and the wider team.
Kind regards,
Jo
Mark and Georgia are very professional…
Mark and Georgia are very professional and supportive team.i appreciate them
March 29, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Darren,
Thank you for your feedback. We are really pleased to hear about your experience with Mark and Georgina.
We will make sure your kind comments are shared with them.
Have a great day!
Jo
Mark and Georgina are very professional…
Mark and Georgina are very professional and got us with son very quick and with comfort!
March 28, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Iryna,
Thank you for your feedback. We are really pleased to hear about your experience with Mark and Georgina.
We will make sure your kind comments are shared with them.
Have a great day!
Jo
1 star is too much.
1 star is too much.
The drivers are very good at their jobs.
However the control team at St George's is poor and quite incompetent. We have had 4 occasion where transport didnot arrive and multiple late appoitments and the line used is 'driver delays'. The fact on each occasion we have had to ring because transport control team is unaware of the issues.
Most internal departments at St George's have a negative view.
The cobtrol team and manager do not have the skills and experience to functoonally operate. It needs nee staff that are competent, capable and patient focussed.
Patients needing a 2 crew have to wait egregiously longer than those that don't. Witnessing patients in distress because of the actions of the control planning is negligent.
February 26, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning,
Thank you for your feedback. We are sorry to hear about your experience and the repeated issues you have described.
We recognise how important it is for transport to arrive on time and for communication to be clear and proactive. What you have outlined, including missed journeys, delays and a lack of awareness when you contacted the team, is not acceptable and does not reflect the standard we aim to provide.
We also understand the impact this has on patients, particularly those requiring two crew, and the distress that delays can cause. This is taken very seriously.
We would like to investigate this fully, including the specific journeys and the concerns raised about planning and communication. Please contact us at Your Experience@hatsgroup.com with further details so we can review this properly and take appropriate action.
Thank you
Jo
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Sabrina and Ahmed were absolutely…
Sabrina and Ahmed were absolutely amazing.
Very professional and very attentive and caring.
Amazing drive back and im someone with travel sickness.
Thank you both so so much
March 23, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Bradley,
Thank you for your kind feedback. We are really pleased to hear about your experience with Sabrina and Ahmed.
It is great to know they provided such attentive and caring support, and that your journey was comfortable, especially given your travel sickness. That level of care and consideration makes a real difference.
We will make sure your kind comments are shared with them.
Kind regards,
Jo
The 2 ladies Kayleigh and Lisa were…
The 2 ladies Kayleigh and Lisa were extremely helpful,
Earlier than expected time
Helpful
Communicative
Amazing people
March 19, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Natalie,
Thank you for your kind feedback. We are really pleased to hear about your experience with Kayleigh and Lisa.
It is great to know they were helpful, communicative and able to support you earlier than expected. That level of service makes a real difference to the overall journey.
We will make sure your lovely comments are shared with them.
Have a lovely day
Jo
Fab driver
Barkat is always so friendly and makes us feel at ease when he collects us!
He has a lovely manner and is always so cheerful!
March 19, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Jennifer,
Thank you for your kind feedback. We are really pleased to hear about your experience with Barkat!
We will make sure your lovely comments are shared with him.
Thank you
Jo
Above and Beyond Service
A heartfelt thank you to Mark for safely transferring my brother from Hillingdon Hospital to UCLH. From the moment he arrived to the moment he dropped us off, he showed genuine compassion, kindness, and professionalism.
He was incredibly attentive and clearly understood the level of care needed to support my brother, who has special needs. His calm and reassuring manner made a stressful situation so much easier to manage.
Mark went above and beyond, treating us with such warmth and respect—it truly felt as though we were in the care of someone who saw us as family. We are deeply grateful for his support.
March 18, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Liam,
Thank you for taking the time to share such thoughtful feedback. We are really pleased to hear about your experience with Mark.
I was so pleased to hear how Mark’s calm, compassionate and professional approach helped make a difficult situation easier for you and your brother.
Your comments about the way he treated you with warmth and respect will mean a great deal to him. We will make sure they are shared with Mark and the wider team.
Kind regards,
Jo
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Mark and Kashain were great
Mark and Kashain transported my father from Hillingdon hospital to home, they were really professional and yet friendly. In a tight room, Mark knew exactly how to transfer my dad from the stretcher to his bed without any trauma. He was also very respectful to my dad.
Thank you very much.
March 18, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning,
Thank you for your kind feedback. We are really pleased to hear about your experience with Mark and Kashain.
It's great to know Mark handled the situation with skill and care, and that both he and Kashain provided a professional and friendly service throughout.
Your comments about the respect shown to your father will mean a great deal to them. We will make sure your feedback is shared with both colleagues and the wider team.
Thank you again
Jo
Reply from HATS Group Ltd
Good morning Shamima,
Thank you for taking the time to let us know how great Keeshan and Mark are!
I have shared this with the team, they really appreciate the feedback.
Thank you
Jo
Great drivers friendly helpful and…
Great drivers friendly helpful and wearing hats. Raj and yahren could not have been more attentive to my dad carryinging his luggage and bringing him home safley from the hospital so efficiently that he didnt even have time to have the operation. That is another story though. Thanks guys.
March 16, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Martin,
Thank you for your kind feedback. We are really pleased to hear about your experience and your comments about Raj and Yahren.
It is great to know they provided attentive and supportive care while helping your dad home safely. We will make sure your feedback is shared with them and the wider team.
We appreciate you taking the time to leave a review and wish your dad all the best.
Kind regards,
Jo
I used hospital transport for the first…
I used hospital transport for the first time today, going to and from St George’s hospital Tooting.Elvis and David drove me there. They were so very charming and helpful, we’re concerned for my comfort and wellbeing. We even shared hobbies! On the return journey Demi and Oliver were so chatty and friendly, I really felt we got to know each other. Such a happy experience all round! Thanks very much, Suzanne xx
March 12, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Suzanne,
Thank you for taking the time to share your experience. We are really pleased to hear that your journey went so well.
It is great to know that Elvis and David made you feel comfortable and well supported on your way to your appointment, and that Demi and Oliver provided such a friendly and positive experience on your return journey.
We will make sure your kind comments are shared with all four colleagues. Feedback like this means a lot to our teams.
Have a lovely day
Jo
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Late for every appointment
Only 1 driver the lady driver blond hair drives for West middlesex hospital is the gold star.
The appointment pickups made my husband late everytime. Today 8.15am physio. Pick up 8.15am.driver laughing. Last appointment let patient have breakfast beforecmy husbands pick up..made my husband late. Booking team don't care .3 weeks ago .left my husband 6 hours .because the 90 minute window.the driver could not wait 5 minutes.and the attitude of phone staff appalling. He was sat from 1.30pm till 6.20pm.in a wheelchair.in a clinic.. so hoping this is the last time he has to use them. Your told be ready .but others can finish their breakfast. 90 minute window is at hospital on the road don't matter. And they wonder why people get agitated. West middlesex transport always moaned about
March 11, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Tina,
Thank you for your feedback. We are sorry to hear about your recent experiences and the impact this has had on your husband.
Arriving late for appointments, long waiting times and the way concerns are handled are not acceptable and do not reflect the standard of service we aim to provide. We understand how difficult this must have been, especially your husband being left waiting for such a long period.
We would like to investigate this fully, including the journeys you have mentioned and the communication you received from our team. Please contact us at yourexperience@hatsgroup.com with your husband’s details so we can review what happened and take appropriate action.
Kind regards,
Jo
Outstanding Care and Professionalism
Mark and Georgina were absolutely fantastic when helping bring my dad home. From the moment they arrived, they showed genuine care, patience, and professionalism. They made sure he was comfortable, reassured him throughout the journey, and handled everything with kindness and respect.
It’s never easy trusting others with the care of a vulnerable family member, but they made the whole experience smooth and stress‑free. Their compassion really stood out, and I’m truly grateful for the way they looked after my dad.
Thank you both for going above and beyond — you made a difficult day so much easier for our family.
March 9, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Savio,
Thank you for taking the time to share your feedback. We are really pleased to hear about your experience and the care provided by Mark and Georgina.
We understand how important it is to feel confident when a loved one is being supported, and it is great to know they made the journey comfortable, reassuring and smooth for your dad.
Your comments about their kindness, patience and professionalism will be shared with them and the wider team. Feedback like this means a great deal to our colleagues.
Thank you for taking the time to write to us.
Jo
Thank you to Yhaaron and Raj today for…
Thank you to Yhaaron and Raj today for transporting me safely to my hospital appointment. I know it was a last minute pick up but I was so grateful how they made me feel very relaxed. The service was very good.
Linda - Hayes
March 6, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Linda,
thank you for taking the time to let us know about your experience.
I have shared your feedback with Ray and Yhaaron and the whole HATS team.
Thanks again, this is very appreciated.
Jo
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