Complaints Policy

GENERAL CUSTOMER COMPLAINTS

General customer complaints should be reported to transport-complaints@firstchoiceforyou.com and will be investigated by our Quality Control Manager via the above process.

COMPLAINTS

In the event that you wish to make a complaint about how we process your personal data, please contact us in the first instance at admin@firstchoiceforyou.com and we will endeavor to deal with your request as soon as possible. This is without prejudice to your right to launch a claim with the Information Commissioner’s Office or the data protection supervisory authority in the EU country in which you live or work where you think we have infringed data protection laws.

To ensure customer complaints or failures of communication or meeting customer requirements are fully investigated by the Quality Control Manager and/or Contract Manager and/or Managing Director they are addressed as soon as possible.

If verbal or written customer complaints are received they are recorded on a standard Customer/Client Complaint Form by our Supervisor.

If the customer complaint is received by our Team, we will endeavor to resolve the situation immediately to the satisfaction of the customer in consultation with the Operations Manager and report the outcome to the Transport Manager. If not, it should be passed on to the Director who, in liaison with the relevant staff, investigates and evaluates the complaint and takes appropriate corrective action.

The Operations Manager will undertake an investigation to establish exactly what has occurred and if this issue relates to misunderstanding regarding the specification of the journey, rather than failure to perform to a satisfactory standard of courtesy and/or behaviour.

All staff members are made aware at their induction and training of our commitment to delivering high quality experiences of Alpha services to the total satisfaction of the passenger.

The Operations Manager will communicate the outcome of all investigations to the customer within two working days ensuring that corrective action is undertaken and sign and date the Customer/Client Complaint Form to verify that action has been completed.