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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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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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
How this company uses Trustpilot
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I had a very positive experience with…
I had a very positive experience with the HATS ambulance service. The drivers, Attiqa and Habib, were professional, friendly, and very caring throughout the journey. They made me feel comfortable and safe, and everything was handled smoothly and on time. I really appreciated their kindness and respectful attitude. Thank you for providing such a reliable and supportive service.
22 January 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon Shamsun,
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
Safe and comforting transport
Safe and comforting transport. Mark and Georgina are just lovely guys and very professional.
24 February 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon Tom,
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
Reply from HATS Group Ltd
Good afternoon Jennie,
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
Princess Royal HATs transport
Andrew and Ola
Very professional , very understanding and Excellant work ethics .
17 February 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon,
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
Yharen and Raj were brilliant with my hospital transfer, professional reassuring and lovely throughout.
Yharen and Raj came to take me to hospital today following an accident and surgery which has left me immobile. They rang me to let me know they were coming, were reassuring, professional and friendly at every step. Great employees. Lovely people. Thank you.
Ps many apologies if I have spelt the names wrong - my eyesight hasn’t been good since general an aesthetic!
19 February 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon,
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
Jed and kate from Manchester what a…
Jed and kate from Manchester what a wonderful service they gave, due to limited mobility they both gave reassurance throughout the journey easing any anxiety for my wife returning home, communicated very well with myself and family to offer the best outcome even once in the home everything was communicated perfectly and made everything less stressful, kate in particular was very polite and generally a happy person and kept spirits high which made all the difference and made it a very pleasent experience for all involved. Nothing was to much for this crew, Thankyou.
14 February 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon James,
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 elisa very friedly and…
Mark and elisa very friedly and helpful much appruuicate
8 February 2026
Unprompted review
Reply from HATS Group Ltd
Good afternoon Kelly,
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
Very helpful and polite
Very helpful and polite, did everything spot on.
Mark and Georgina
31 January 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Adrian,
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 Georgia were amazing getting…
Mark and Georgia were amazing getting my mother-in-law home from Hillingdon hospital.
30 January 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Claire,
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
All you would want from a Patient Transport servuce
First time using the service. Tia the "driver"+ was everything you would like but more Polite and Patient comes to mind. At the destination (WMUH), there were no wheelchairs available but he spent a considerable amount of time seeking one high and low across the hospital estate and found one ! He didn't complain once.
On the way back home, we were looked out by Joshua. Again struck by his manners and patience and incredible driving skills in the tighest if spaces. These staff based at West Mid are a credit to HATS.
30 January 2026
Unprompted review
Reply from HATS Group Ltd
God morning Sunil,
Thank you for taking the time to share your experience.
I am really pleased to hear that your first journey with us met your expectations and that Tia and Joshua made such a positive impression. I am especially glad that Tia took the time to locate a wheelchair and that Joshua ensured you had a safe and comfortable return home.
Feedback like this means a great deal to our teams and I will make sure both colleagues receive your comments.
Thank you for recognising the hard work of our West Middlesex based staff.
Jo
Hats excellent service
The NWAS service was booked to bring my husband and I back home following an OPD appointment at Rochdale Infirmary. It became apparent that it would be an extended wait of 2 hours. A short while later two personnel from the Hats service arrived to take us home. Cameron and Lynda were caring and professional. They explained exactly who they were and they put us both at ease straight away.
Well done Hats
29 January 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Edwina,
I am pleased to hear that Cameron and Lynda were able to support you and your husband and bring you home sooner than expected.
I will ensure your comments are passed on to both colleagues.
Thank you for taking the time to recognise their work and for your kind words about HATS.
Have a lovely day
Jo
Thank you to Mark and Georgina who…
Thank you to Mark and Georgina who accompanied and delivered mum home from Hillingdon Hospital. So kind and patient.
28 January 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Alison,
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 were amazing
Mark and Georgina were amazing, very friendly and patient when dropping my mum home. They provided an excellent service.
28 January 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Miss Bains,
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
Disgusted
I tried to keep quiet but I can’t any more. My experience with HATS it’s such a disgusting! I worked in hospital for 2-3 years and I observed a lot. The way they treat their employees it’s absolutely ridiculous! Completely disrespectful!! They haven’t allowed anyone attend the funeral of our dearest friend , after they request to come , even tho until last minute they been told they are allowed to attend and say the final goodbye. That person who passed aways was working for HATS for so many years and he haven’t deserve the last send of ? Literally max 1 hour of their time ? The boys trying their very best to deliver patients home on time and safe , sometimes missing their break time and they way they been treated is absolutely unacceptable!!! Ones you gone , they don’t give a f about you… Such a shame HATS !!! I am looking forward for Hats to change or minimalist the issues ! At least think how to keep and respect your employees, otherwise no one will work for you soon. I do NOT recommend to work in this company.
27 January 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Joanna,
Thank you for taking the time to share this. We are genuinely sorry for the loss of your colleague. Losing someone who worked closely with us for many years is painful, and we understand why emotions are high.
We do want to explain the reality of the situation, not to dismiss the feelings involved, but to be open about the constraints we work under. The services we deliver support vulnerable patients who rely on us to get home safely, attend dialysis, oncology and other essential appointments, and move through hospitals on time. At any point in the day, removing several crew members from shift does not just create a short gap. It impacts vehicles, patient bookings, hospital discharge flow and the safety of people already in our care.
While a funeral service itself may last around an hour, the operational impact extends well beyond that. Travel time, cover arrangements and knock on delays can affect dozens of patients across multiple sites. We have a duty of care to patients, commissioners and hospitals to maintain service delivery, even on very difficult days.
That does not mean the decision was taken lightly or without compassion. We recognise the dedication of our teams, including the sacrifices they make when breaks are missed due to operational pressures. We also acknowledge that decisions like this can feel deeply personal and hurtful, especially when emotions are raw.
We continue to review how we support staff during bereavement while balancing our responsibility to keep patients moving safely and on time. Respect for our people matters to us, and we are committed to learning where we can improve communication and support, even when the outcome cannot be what everyone hopes for.
Thank you again for raising this.
Jo and the HATS Team
Had the best experience
Had the best experience
At 4am in the morning I was taken from Hillingdon Hospital to home by a fantastic couple, friendly and chatty even at that hour of the morning. I'm cross I can't remember their names but were lovely and took me to my front door unlocked it and made sure I was safely in. Thank you so much.
22 January 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Vivien,
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
Raj and Jaren make a great team
Raj and Jaren We're so great bringing my aunt home from Hillingdon Hospital.. they were really obliging as they settled her in , got a blanket, put her heating on . They also wrote two messages to her from her daughter who has just gone into care so she wouldn't worry and they also took great care with alarm system, her pendant, and made her a lovely cup of tea. What more could you want?!
25 January 2026
Unprompted review
Reply from HATS Group Ltd
Good morning Debbie,
Raj and Jaren will be genuinely touched to hear this feedback. Bringing someone home safely is only part of the job. Taking the time to help your aunt feel warm, settled and reassured is exactly the level of care we expect from our teams.
We understand how worrying hospital discharges can be for families, especially when circumstances are difficult. Knowing that your aunt was treated with dignity, patience and kindness is incredibly important to us.
Thank you again for recognising Raj and Jaren’s care. We will make sure your feedback is shared with them and their managers.
Have a lovely day
Jo
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 .
24 January 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. :)
23 January 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!
23 January 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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