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
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Review summary
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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
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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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Driver - Barkat Azam Excellent service from start to finish! Our driver was outstanding — incredibly professional, extremely friendly, and made us feel completely comfortable throughout the enti... 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
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 72% of negative reviews
Typically replies within 1 week
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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
10 April 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
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.
9 April 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
29 March 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!
28 March 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.
HATS submitted a complaint to Trust Pilot under the allusion that factual information given in my review was 'defamatory'. However Trust Pilot disagreed with this attempt to curtail honest experiences. There is such a thing as a legal process if they felt the review was defamatory.
26 February 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
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
23 March 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
19 March 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!
19 March 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.
18 March 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
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.
18 March 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.
16 March 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
12 March 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
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
11 March 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.
9 March 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
6 March 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
Yaran and Raj were lovely again today…
Yaran and Raj were lovely again today helping take my Dad to and from his appointment which is not easy as he needed to be carried down and up the stairs! Thanks, see you on Monday!
6 March 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Ant,
I'm so pleased you were well looked after!
Thank you for taking the time to let us know how things went.
Withing you all the best
Jo
Transport to and from school
Our children are very complexed and need a lot of caring and understanding. Especially people to transport them to and from school. I just want to say the incredible drivers Julie and Ben have been amazing with my children and made the experience so much better. Also the incredible Lorraine who helps in the back. You are just wonderful and both my girls have been so happy lately because of you. These 3 staff members are the dream team and anyone would be lucky to have them transport you anywhere x
6 March 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Caroline,
Thank you so much for your lovely feedback. It really means a lot to hear how positive the experience has been for your children.
We understand how important it is to have the right people supporting children with complex needs, and it is wonderful to hear how Julie, Ben and Lorraine have built such a strong and caring relationship with your daughters. Knowing they are happy and comfortable says everything.
We will make sure your kind words are shared with them. I know it will mean a great deal to the whole team.
Best wishes to you all
Jo
Hats service Mark and Georgina
As soon as my mum was discharged, Mark and Georgina arrived on the Blue room to take us home as my mum is bed bound- very knowledgeable, kind
and sincere team. Helpful and Happy. Thank you both so much. Amita
5 March 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Amita,
thank you so much for taking the time to let us know about your Mums experience with Mark and Georgina.
I'm so so pleased they got her home swiftly and safely.
I have shared your feedback with Mark and Georgina and the whole HATS team.
I hope you and your Mum are doing well.
Take care
Jo
Ashraf was amazing
Ashraf was amazing, he drove us very well, no rush, he gave us time to settle, the baby was very tiny and the drive was long, he allowed us to have a break so that the baby was not on the car seat for too long without a break, communication was good, he was courteous and caring. He drove us very well and safely. Thank you Ash and GOSH. 10/10
14 February 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Lyz,
Thank you so much for taking the time to share your experience.
While we could never say we have favourite patients as we care deeply about every single one - our GOSH children and babies do hold a very special place in our hearts.
I am really pleased to hear that everything went well and that Ashraf looked after you all so well. Allowing time to settle, planning breaks and making sure your baby was comfortable throughout the journey is exactly the level of care we aim to provide.
Your kind words about his communication, driving and compassion will be shared with him and the wider team. It will mean a great deal.
I hope you have a lovely day
Jo
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