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
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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.
Terrible company
Terrible company
Dangerous drivers who do not put their customers or other road users at the centre of their care.
January 23, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Chan,
it sounds like you've witnessed a specific incident that I'd like to investigate. Please can you email me at YourExperience@hatsgroup.com with the date, time, location and specifics of the incident so that we can fully investigate this matter.
Thank you
Jo
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Mark and gorgina
Today i Met with mark and gorgina they are well experienced, kind and humble and they have a lot of patience, they done their job really well , they both are really really good .
January 24, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Jasmeen,
Thank you for taking the time to share this feedback.
We are really pleased to hear about your experience with Mark and Georgina. Describing them as experienced, kind and patient reflects exactly what we expect from our teams.
I will make sure your comments are shared with Mark, Georgina and their managers. Feedback like this matters and helps us recognise the people who consistently deliver high standards of care.
Thank you again
Jo
Thank you Mark and Georgina
Mark and Georgina are absolutely amazing and really cared about my safety and comfort throughout. We need more people like them. Very professional, friendly and approachable. :)
January 23, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Maria,
Thank you for sharing this lovely feedback.
We are delighted to hear that Mark and Georgina made you feel safe and comfortable throughout your journey. Caring about safety, comfort and dignity is central to the work we do, and your comments show that they delivered exactly that.
I have shared your kind words with Mark, Georgina and their managers. Feedback like this really matters to our teams and reinforces the importance of the care they provide every day.
Have a lovely day
Jo
Reply from HATS Group Ltd
Good morning Lauren,
Thank you for your 5* feedback for Mark and Georgina!
All the best
Jo
Amazing teams
Amazing teams : Sabina, Tyrone and Joshua, Gavin and Ian. Very friendly, caring, funny and highly sociable!!
All from West Mid transport. Thank you all!
January 23, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Maite,
Thank you for your lovely feedback!
I’ve shared your comments with the team and they were so pleased to hear them. We really appreciate you taking the time to write such kind words.
All the best
Jo
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The crew that brought mr Perletti home…
The crew that brought mr Perletti home were very polite and respectful thank you so much
Mark and?
January 21, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Joe,
Thank you for your lovely feedback!
I’ve shared your comments with the team and they were so pleased to hear them. We really appreciate you taking the time to write such kind words.
All the best
Jo
Mark and Georgian We were so grateful…
Mark and Georgian We were so grateful for the care and kindness shown to my mum . They treated her with dignity, patience, and genuine compassion, and it was clear they truly cared about her wellbeing. They always took the time to make her feel comfortable and respected, which meant so much to our family. Their support made a very difficult time much easier, and we can’t thank them enough for everything they did.
January 21, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Abdirisaq,
Thank you for taking the time to share such lovely feedback. It means a lot to us that you felt your Mum was well cared for. I’ve passed your message on to the team and they were thrilled to read it.
Warm regards
Jo
Thank you Peter
Peter our driver was punctual, caring and informative. An excellent driver and an excellent ambassador for Hats.
January 17, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Marilyn,
Thank you for your lovely feedback!
I’ve shared your comments with the team and they were so pleased to hear them. We really appreciate you taking the time to write such kind words.
All the best
Jo
I the drivers were very helpful and…
I the drivers were very helpful and kind to pick Michael Evan’s from west middlesex hospital
They were Sabina and Tyrone. Her driving was very smoth
January 16, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Bikash,
Thank you for your lovely feedback!
I’ve shared your comments with the team and they were so pleased to hear them. We really appreciate you taking the time to write such kind words.
All the best
Jo
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Nasir was amazing
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 nothing was too much trouble.
Thankyou Nasir another top driver making our hospital trips less stressful.
January 15, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Julie,
Thank you so much for your lovely feedback. I’m really pleased to hear that Nasir helped make your journey home easier and less stressful.
I’ve passed your kind words on to him and he was delighted to read them. He’ll also be receiving a little something from us to say thank you for his great work.
All the best
Jo
Excellent service and friendly crew
The crew we had take us home on 14/01/2025 were absolutely fantastic, they were kind and caring and very helpful, they were under so much pressure but still were truly wonderful.
Thank you for making a very hard day end easier guys.
I would highly recommend this service and company.
January 14, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Rebecca,
Thank you for your lovely feedback!
I’ve shared your comments with the team and they were so pleased to hear them. We really appreciate you taking the time to write such kind words.
All the best
Jo
Mark and Georgina fabulous team
Mark and Georgina were absolutely fantastic with my aunt. They were so kind, patient and explained everything to her. It wasn’t easy for them I’m sure as she is heavy and her flat is not easy to access which she hasn’t left it for three years and was so nervous about going to hospital. It was getting late -around midnight- for the return journey. They seemed a brilliant partnership. I am Maureen’s niece and more than happy to give this review snd send my thanks again and Maureen was very grateful.
January 15, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Jackie,
Thank you so much for taking the time to share this lovely feedback. It really means a lot to hear how well Mark and Georgina looked after your aunt, especially in what sounds like a very challenging and emotional situation.
I’ve passed your kind words on to both of them and they were delighted to read your message. They’ll also be receiving a little something from us to say thank you for their care, patience and teamwork.
Please pass our best wishes on to Maureen, and thank you again for sharing your thanks with us.
Take care
Jo
Mark and georgina we very pleasant did…
Mark and georgina we very pleasant did a wonderful job espesially with our difficult stairs thank you both
January 14, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Shirley,
Thank you for your lovely feedback!
I’ve shared your comments with the team and they were so pleased to hear them. We really appreciate you taking the time to write such kind words.
All the best
Jo
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Hazel is an amazing driver
Hazel is an amazing driver, always attentive and accommodating. One of my favourite drivers with the HATS group.
January 14, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Ella,
Thank you so much for your kind words about Hazel. It’s lovely to hear how attentive and accommodating she’s been, and that she’s become one of your favourite drivers.
I’ve passed your feedback on to Hazel and she was delighted to read it. She’ll also be receiving a little something from us to say thank you for her great work.
All the best
Jo
I couldn't have asked for a better…
I couldn't have asked for a better experience getting to my destination. [HAZEL ] was incredibly punctual - they arrived a few minutes early and even called me to let me know they were nearby, which really helped me plan my time.
The transport was spotlessly clean, with comfortable seats and a smooth, safe drive. They were also a pleasure to chat with - friendly, respectful, and great at reading when I wanted to have a conversation or just relax quietly. Navigation was seamless, and we arrived exactly on time without any unnecessary delays.
I felt completely safe throughout the journey, and they even helped me with my son’s buggy when we got to my stop. Would absolutely book another ride with them anytime and highly recommend their service to anyone looking for reliable, courteous transport.
January 13, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Liljana,
Thank you so much for your lovely feedback. I’m really pleased to hear what a positive experience you had and that Hazel helped make your journey comfortable and stress free.
I’ve passed your kind words on to Hazel and she was delighted to read them. She’ll be receiving a little something from us to say thank you for her great work.
Thank you again for taking the time to share your experience.
All the best,
Jo
Ambulance Crew Mark and Adam
The ambulance crew Mark and Adam are absolute gentlemen. Feels very safe with them while on transport. Both very friendly and professional.
January 13, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Bernelie,
Thank you for your kind words and for continuing to put your trust in us. I’ve shared your feedback with the team and they were really pleased to hear it. It’s always lovely to know we’re making a positive difference.
All the best,
Jo
Thank you Mark for your support with my…
Thank you Mark for your support with my uncle and aunt. Excellent care and support, top man.
January 12, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Rai,
Thank you for your lovely message. We’re so glad to hear everything went smoothly and that your Aunt and Uncle felt well looked after. I’ve passed your comments on to the team and they were delighted.
Take care,
Jo
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Excellent driver
My driver yesterday was absolutely fantastic. Nothing was a trouble he had a wonderful sense of humour and made his passengers very welcome.
A very smooth ride.
His name was Mizaur and took me from Thornton Heath to Queen Marys Hospital
January 7, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning John,
Thank you for your kind message and for mentioning Mizaur. I’ve passed your comments on and they were absolutely delighted to hear them. They’ll also be receiving a little something to say thank you for their great work.
All the best,
Jo
Joanne and Adam where absolutely…
Joanne and Adam where absolutely fabulous made our visit to kings so good.
January 7, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Robert,
Thank you for taking the time to write such a lovely review. We’ve passed your message on to Joanne and Adam and they were delighted to know they made a difference. We’ll also be giving them a small thank you from us for their great work.
Have a lovely day,
Jo
Booked through patient transport to go…
Booked through patient transport to go to Kings hospital and had booking references for both the outbound and homeward journeys. After my appt went to patient transport only to be told that they didn’t have me booked in for the journey. Gave them the reference no and was told nothing to do with them and told to ring patient transport booking. Phoned the number I booked with and the lady at the patient transport desk I’d just spoken to answered. She looked at me and said I’ve told you I can’t help you and sent me back to the department I’d had my appointment with as it was nothing to do with her. It took an hour of phoning by the department to get patient transport to accept they had me as a patient to go home. Meantime I had run out of oxygen.
Thought this might be a one off issue, but have since had another appt where the transport turned up an hour before my appt which is a two hour trip. No apologies for the fact I might be delaying getting to my appt. I phone the hospital to let them know I was running late due to patient transport, they wanted to know how much longer I’d be. I had to interrupt the second crew member from his personal call to find out and he replied I know what time your appt is and your late and will be over an hour late. The second crew person spent the whole time on his phone chatting to his friends and then dropped me outside the hospital to make my own way to the dept. For the journey home, I have been here over 4 hours so far and still no sign of transport arriving to take me home. Continually being told it will be another 20 mins. Again oxygen had run out, was given a cylinder to use which has almost run out as well.
January 6, 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Janey,
I am so sorry you had a difficult day.
There are a lot of different elements here to investigate, some that are for us at HATS and others for the hospital.
The team have tried to call you to discuss further, but they've been unable to get through on the number we have on your booking. Are you please able to email me with your phone number and a convenient time for us to call? The email is YourExperience@hatsgroup.com
The team will try to call again this morning on the number we have but if you don't get to speak with them please do send me your details so we can get this matter formally logged and investigated with plans to ensure these issues don't arise again.
Thank you and take care
Jo
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