Complaints Procedure
Introduction
At Brighton Flyway Transport, we are committed to providing exceptional service to our customers. However, we understand that there may be occasions when our service does not meet your expectations. In such cases, we welcome your feedback and are dedicated to resolving any issues promptly and fairly.
How to Make a Complaint
1. Immediate Contact:
Phone: If you have an urgent complaint, please contact our customer service team immediately on 01273 011590. We will do our best to resolve the issue promptly.
Email: For non-urgent complaints, please email us at Brightonflywaytransport@gmail.com with detailed information about your complaint.
2. Information Required:
- Your full name
- Contact information (phone number and email address)
- Date and time of your journey
- Pickup and drop-off locations
- Description of the issue
- Any other relevant details (e.g., driver’s name, vehicle registration)
Our Process
- Acknowledgment: Upon receiving your complaint, we will acknowledge receipt within 24 hours. This acknowledgment will include a summary of your complaint and the name of the staff member handling it.
- Investigation: We will conduct a thorough investigation into your complaint. This may involve speaking with the driver, reviewing booking details, and examining any relevant records.
- Resolution: Within 7 working days, we will aim to provide a full response to your complaint. If more time is required, we will inform you of the delay and provide an updated timeline.
- Outcome: You will receive a detailed explanation of the findings and any actions taken to address the issue. If your complaint is upheld, we will offer appropriate compensation or remedial action.
Follow-Up
- Customer Satisfaction: We value your feedback and may follow up to ensure that you are satisfied with the resolution of your complaint.
- Further Action: If you are not satisfied with our response, you may request that your complaint be escalated to a senior manager for further review.
Continuous Improvement
- Review and Training: All complaints are reviewed to identify areas for improvement. Where necessary, additional training will be provided to staff to prevent similar issues from occurring in the future.
Contact Us
If you have any questions or concerns about these terms and conditions, please contact us:
Thank you for choosing Brighton Flyway Transport. We are committed to ensuring your travel experience is smooth and enjoyable, and we appreciate your feedback in helping us achieve this goal.
Fly High, Ride Smart with Brighton Flyway Transport!