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.
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How to Lodge a Complaint
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Contact Us:
If you have a complaint, please reach out to us via email at info@coach-hire-direct.co.uk. 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
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Acknowledge Receipt:
Within 24 hours of receiving your complaint, we will send you an acknowledgment email, demonstrating our commitment to prompt communication and transparency.
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Investigation:
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.
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Resolution:
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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.
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Feedback:
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.
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Additional Information
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We aim to resolve your complaint promptly, typically resolving issues within 15 business days. However, more complex matters may require extended investigation periods.
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-We take all complaints seriously and view them as opportunities for improvement, aligning with our commitment to Expertise in delivering an enhanced service.
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Your privacy and personal information are handled in strict accordance with our privacy policy, with all communications related to your complaint kept confidential.
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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.
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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.