1. COMPLAINT POLICY

This policy is designed to outline London Pointers Limited 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 the policy. This policy is for information only and is subject to change without notice.

• COMPLAINT PROCESS

 

When a complaint is received by the company the following steps will be taken:

 

 

 

1.2     HOW TO MAKE A COMPLAINT   

           If you wish to make a formal complaint, please contact the operator (London Pointers Ltd) by:

           Telephone:  0203 302 8116.

            Mobile :    07773437053                

           Email Address:  londonpointers@hotmail.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 more convenient time for both parties.

 

 

 

1.3     DIFFICULT OR CHALLENGING BEHAVIOUR

Our drivers are expected to treat individuals with courtesy and respect. Similarly, 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 the management or to a relevant agency such as the Police.

 

2. STAFF PROCESS

 

This section of the policy sets out our staff & drivers procedure of how to process a complaint once a concern has been raised. It offers a guidance for all members of staff & drivers to follow.

 

• LET THE COMPLAINANT EXPLAIN AND LISTEN CAREFULLY

 

When a customer or any member of the public wishes to make a complaint on the phone or via email, you must concentrate solely on what the person is telling you. Make notes of the key facts and their concerns so you may fill out the Complaint Report Form.

 

Do not interrupt the complainant, stay calm, in control and avoid defensive reactions. If the complainant is particularly difficult, stay composed, be positive and helpful.

 

Where you have a difficult person complaining whilst with a driver, it may be more suitable to provide them with the relevant contact details set out in this policy and request that they speak with management the following day. Alternatively take a contact telephone number for management to contact them.

 

In a supportive but concerned tone of voice you can demonstrate you are actively listening and empathetic to the complainant.

 

• ACKNOWLEDGE, THANK AND APOLOGISE TO THE COMPLAINANT

 

At the appropriate time during the conversation acknowledge the complainant’s perspective, and the difficulties the issue may have caused them.

 

Thank the complainant for bringing this matter to your attention. This demonstrates that you are concerned and want to assist them and resolve the matter.

 

You may also need to empathise with the complainant concerning the failure to deliver the level of service expected, if appropriate. By saying ‘sorry’ you are again demonstrating to the complainant that you are genuinely apologetic that this has happened to them and showing that you wish to put things right.

 

Try not to argue and be defensive and do not acknowledge that an error has occurred until the matter has been investigated.

 

 

 

• ASK QUESTIONS AND SUMMARISE YOUR UNDERSTANDING

If a complainant is angry, ask their permission to ask questions prior to doing so. This allows you to collect all of the facts needed to understand what has happened and to identify how best to resolve the situation.

Ask a combination of open ("what", "how", "who", "why", "where" and "when"), as well as closed questions (for example, "did you?", "is he?").

Finally, summarise your understanding back to the complainant to ensure you are clear of the facts and that you have included these in the complaint form. In addition, give the complainant the opportunity to share any further facts they may have omitted.

 

• EXPLAIN THE ACTIONS YOU WILL TAKE AS A RESULT OF THEIR COMPLAINT

 

Ensure that you only commit to the steps you have the authority to take. For example, explain what you will either pass the matter to management or you will personally investigate and undertake to resolve the complaint.

 

Advise them how you will investigate the matter and include a generalised timeframe for when you will get back to them.

 

Remember to be realistic about timescales and do not over promise. If you need to escalate to management, explain to the complainant who will be in contact with them, their name and position within the company.

 

If you can resolve the matter at the point the complaint is made, explain to the complainant how this will be done and what measures you are talking.

 

• FEEDBACK

 

Ask the customer what they expect as an outcome and explain what you may be able to do to rectify the situation.

 

Where appropriate, ask the customer if there is anything further that you could do at this stage to help them.

 

• RECORD THE COMPLAINT

 

Immediately record the details on the Complaint Report Form which can be found attached to this Policy. Including what measures are to be taken to investigate the matter and as much detail as possible.  

 

Retaining these forms allows the Operator to see patterns emerge over time. Numerous complaints about a particular process or service might indicate that changes need to be made.

 

 

• ACTION THE AGREED NEXT STEPS AND FOLLOW UP

 

If the matter was not resolved when the complaint was made and you need to follow up with the complaint, record your attempts and the outcomes achieved at each attempt.

 

Complaints are to be responded to promptly and handled objectively.

 

Ensure that all further actions have been taken and all promises made to the complainant have been met. Provide a confirmation when everything has been done, and sign-off the matter as resolved on the Complaint Report Form.

 

 

• REVIEW PREVENTATIVE MEASURES

 

The director of the company will review Complaint Report Forms on a continual basis to determine any measures that will be implemented to minimise the risk of similar occurrences in the future.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

COMPLAINT FORM

Complainant Information

Booking Reference:

 

Name:

 

Address:

 

 

 

 

 

Phone Number:

 

Email:

 

Complaint Information

Date:

 

 

Time of issue:

 

 

 

Registration Number:

 

 

 

Description of Vehicle / Driver:

 

 

 

 

Location / point in journey:

 

 

 

 

 

 

What is the subject of your complaint:

 

 

 

 

 

Details of complaint:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Outcome requested by complainant:

 

 

 

 

 

 

 

Complaint recorded by:

 

 

Date:

 

 

Escalation required:

 

 

Outcome of investigation:

(If no investigation to take place, state reasons why)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Actions taken:

(If no action taken, please state reasons why)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Complainant Satisfied with outcome:

(If no, please give details)

 

 

 

 

 

 

 

 

 

 

Complaint Referred to service (eg Police/TFL):

 

 

Who made referral (operator or complainant):

 

 

Date of referral (if known):

 

 

To which service has the complaint been escalated to:

 

 

Date complaint closed:

 

 

Name of person closed complaint:

 

 

 

Please ensure that this complaint form is completed with as much detail as possible and filed within the relevant folder in the main office of London Pointers Limited.