This policy is designed to outline Cars 4 Executives Limited's approach to complaints received about the company and its drivers. This policy is non-exhaustive, and the operator may take additional, alternative or different steps set out within it. This policy is for information only and is subject to change without notice.
How to make a complaint: if you wish to make a formal complaint, please contact the operator (Cars 4 Executives Ltd) by:
Telephone: +44 07853 165360
Mobile: +44 07853 165360
Email: bookings@cars4executives.com
Full details of the complaint will be taken, and it may be beneficial to leave contact details and follow up the following day, or at a more convenient time for both parties.
Difficult or challenging behaviour: our drivers are expected to treat individuals with courtesy and respect, and we expect our drivers to be treated the same way. We have a duty to protect the welfare and safety of our drivers, and where individuals behave unacceptably or unreasonably, we will refer matters to management or to a relevant agency such as the Police.
This section sets out our staff and drivers' procedure for processing a complaint once a concern has been raised.
Let the complainant explain and listen carefully: when a customer or member of the public wishes to complain by phone or email, concentrate solely on what the person is telling you, and make notes of the key facts and concerns. Do not interrupt, stay calm and avoid defensive reactions.
Acknowledge, thank and apologise: acknowledge the complainant's perspective and the difficulties caused, and thank them for bringing the matter to your attention. Try not to argue or be defensive, and do not acknowledge that an error has occurred until the matter has been investigated.
Ask questions and summarise your understanding: ask open and closed questions to understand what has happened, then summarise your understanding back to the complainant and give them the chance to add anything they may have omitted.
Explain the actions you will take: only commit to steps you have the authority to take, explain how you will investigate and give a realistic timeframe. If escalating to management, explain who will be in contact and their name and position.
Feedback: ask the customer what they expect as an outcome, and what more you may be able to do to help.
Record the complaint: immediately record the details on the Complaint Report Form, including measures to be taken to investigate the matter.
Action the agreed next steps and follow up: if the matter was not resolved at the time, record your attempts and outcomes at each stage. Complaints are to be responded to promptly and handled objectively, with confirmation provided once everything has been done and the matter signed off as resolved.
Review preventative measures: the director of the company reviews Complaint Report Forms on a continual basis to determine any measures needed to minimise the risk of similar occurrences in future.
A Complaint Report Form is used to record: complainant information (booking reference, name, address, phone number, email); complaint information (date, time of issue, vehicle registration, description of vehicle/driver, location/point in journey, subject and details of the complaint, and outcome requested); who recorded the complaint and when; whether escalation is required; the outcome of any investigation and actions taken; whether the complainant was satisfied with the outcome; whether the complaint was referred to another service (e.g. Police/TfL); and the date the complaint was closed. Completed complaint forms are filed within the relevant folder in the main office of Cars 4 Executives Limited.
If you have any questions about this policy, please contact us at bookings@cars4executives.com or call +44 07853 165360.