CUSTOMER CARE POLICY

Mission Statement

We aim to provide a first class, efficient service to all our customers, this we will achieve through a commitment to staff training, the provision of highly maintained vehicles and adherence to company standards as set out in our employee handbooks.

Contact

Our main office hours are from          09.00 – 17.30 Mon - Fri

                                                                Closed Sat- Sun

Our open office approach means telephone callers and/or visitors to our

Hitcham depot will be dealt with by any one of our members of staff

on site who will be happy to help you or direct you to the relevant

member of staff.

Our friendly and helpful administrative staff are always happy to receive your call.

Our Drivers

We impress on our drivers during their initial induction period with us

that they are the ones who create that all important first impression and

who make our reputation a reality. Every driver is expected to be a true

professional in appearance, driving skill and courtesy and take

exceptional pride and care in looking after their ‘own’ vehicle.

Our Vehicles

Our fleet of coaches comprises of a mixture of 16 through to 70 seater coaches,

air-conditioned vehicles all fitted with lap belts – extras available include;

WC, DVD/Video with monitor, CD player& Refrigerator. All vehicles are

maintained to the highest standard to ensure your journey is undertaken safely and comfortably

Coach Hire

Hiring one of our coaches couldn’t be easier. contact us by phone,

email or letter detailing your journey requirements and we will advise you of

 our price and vehicle availability. If you’re happy with the price quoted all

 you need to do is confirm your booking and we will send you a confirmation

 Sometimes a deposit is required but unless you have an account with us.

 

Terms and Conditions

A copy of our terms and conditions is available on request.

 

Breakdowns and Delays

Whilst we aim to fulfil the requirements of all our customers,

circumstances beyond our control may cause our service to be delayed.

Obviously we are unable to control traffic conditions and will do our

utmost to route your vehicle away from a particularly congested area to

ensure minimal delay. In the event our vehicle suffers a breakdown we

have technicians on call in and around London to offer advice to the

driver or attend the vehicle to effect a speedy repair. Should your vehicle

be unable to carry on with the journey we undertake to provide a

replacement vehicle to minimise the inconvenience to passengers.  

We have an accident procedure policy in place.

 

Health and Safety

The comfort and safety of our passengers is paramount. The latest

vehicle legislation is rigorously implemented and drivers comply with all

tachograph and working time directive rulings. We have a company

medical emergency procedure policy in place to ensure speedy attention

to any medical alert on board any vehicle and all vehicles carry a first aid

box for minor complaints. Our breakdown policy is designed to minimise

any stressful delays to our passengers and ensure they are able to safely

continue their journey with little delay.

 

Complaints Procedure

Should you have cause to complain about any part of the service you

receive from Squirrells Coaches, you should put your complaint in writing

and address it to:

Squirrells Coaches:The Coach House,The Causeway,Hitcham, Ipswich,Suffolk,IP7 7NF

You will receive a response as soon as the complaint has been investigated.

 

Lost Property

Any items left on our vehicles are handed in to our main office where they

may be collected. Reasonable efforts will be made to trace the owner of

valuable items where possible. If we are asked to return item(s) by post

we will request the appropriate postal fee. Perishable items will be

disposed of within 24 hours. Any items left with us for longer than 3

months will be given to a nominated charity.

 

Many Thanks

SQUIRRELLS COACHES

www.squirrellscoaches.co.uk.

01449 740582