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Complaints Procedure

At Coach Hire Direct, our commitment to providing a top-tier coach hire service extends to our approach to handling complaints. Therefore, we have developed a transparent and efficient complaints procedure to address any issues you may encounter during your interaction with us while keeping these principles in mind.

How to Lodge a Complaint

Contact Us:


If you have a complaint, please reach out to us via email at When submitting your complaint, kindly include the following information:
   - Your name
   - Contact information (phone number and email address)
   - Booking reference or details
   - A comprehensive description of your complaint, including relevant dates and times

Acknowledge Receipt:


Within 24 hours of receiving your complaint, we will send you an acknowledgment email, demonstrating our commitment to prompt communication and transparency.



Our dedicated customer service team, backed by their Expertise, will conduct a thorough investigation into your complaint. This may involve reaching out to relevant parties to gather pertinent information and details related to your concern.


We are dedicated to resolving complaints efficiently. Using our expertise, we will work diligently to address your complaint and seek a satisfactory resolution. The resolution process is typically completed within 15 business days, although more complex issues may require additional time.



Once our investigation is complete, we will provide you with a written response via email. This response will not only detail our findings but also reflect our commitment to Trustworthiness by demonstrating the actions we've taken to resolve the issue.

Additional Information

 We aim to resolve your complaint promptly, typically resolving issues within 15 business days. However, more complex matters may require extended investigation periods.

-We take all complaints seriously and view them as opportunities for improvement, aligning with our commitment to Expertise in delivering an enhanced service.

Your privacy and personal information are handled in strict accordance with our privacy policy, with all communications related to your complaint kept confidential.

Your feedback is highly valuable to us as we continue to enhance our online presence, ensuring that your interaction with Coach Hire Direct is a positive and hassle-free Experience.

Thank you for choosing Coach Hire Direct. We prioritize your satisfaction and are dedicated to offering you the best service . Your trust in us and your feedback are instrumental in our continuous improvement efforts.

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