Customer Care Charter

• Polite telephone manner, offering helpful service and advice and dealing with nay concerns or complaints in a timely matter.
• Answer all telephone calls within three rings, giving our contact names. If an account manager is not available then an answer system is available for us to return your call.
• Good & clear communication with the appropriate persons when making enquiries
• Clear explanations of Grey’s of Ely’s procedures for offering quotations and timescales
• Dealing with all enquiries or complaints immediately, or if this is not possible explain why, and a time period when we can get back to you
• Give a deadline for returning all telephone & correspondence’s
• Easy contact via the telephone, fax, email or post.

• Polite and courteous workforce in company branded uniform
• All vehicles supplied branded in our company scheme
• All vehicles to be supplied in good / clean working order when dispatched from our depot.
• Conscious of our customers lifestyle and respectful to their personal needs/requests and flexibility for customer requests on the day
• Due diligence to arriving to collection point in good time
• Punctual pick up clients
• A fully functional coach
• 24hr emergency back up
• Written confirmation of hires
• Once accepted bookings will not be cancelled (except in the case of non-paymentor other breach)
• Waiver / refund of one day’s hire charge for any coach delayed by more than one hour by mechanical defect if another replacement coach cannot be sourced as a direct replacement, within the same time.

Company No. 6009895