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 hours of business are from 09.00 – 17.30 although the offices
are staffed from 05.00 – 20.00 and a Duty Manager is available for
emergency calls from 20.00 – 05.00 thereby offering 24hr contact for our
clients.
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 55 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. Just contact us by phone,fax,
email or letter detailing your journey requirements and we will adviseyou 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 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
