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The week before last an idiot driving a National Express coach cut me up on a roundabout because he didn't look before he entered the roundabout (i was coming from his right).
I complained to National Express and today they sent me the following:
Dear Capt. JonThank you for your email received on 24 September 2009.
I am very concerned to hear your account of the standard of driving of our
coach on 24/09/2009. I apologise sincerely for the upset and concern that
this caused you.The safety and well being of our customers and other road users is our
highest priority and I assure you that, under no circumstances, will we
tolerate the standard of driving that you describe.We take such complaints very seriously and have strict internal procedures
to ensure that the issues are properly followed up.I have already forwarded the details to the manager responsible for this
service, who will interview the driver and discuss your complaint in
detail. The driver's previous employment record will be reviewed, along
with any other relevant documentation. The manager will decide what action
is appropriate to ensure that there is no repetition of the poor driving
that you have reported.I will not be able to advise you of the outcome because of the strict
confidentiality that has to be maintained on driver behaviour issues.
However, the outcome will be recorded on a central database for future
reference and will be reported to our Compliance Manager, who monitors
these issues.Thank you for getting in touch, your feedback is important to us. If I can
be of further assistance, please call me on 0844 844 2304.Yours sincerely
Xxxxx Xxxxxxxxxxx
Customer Relations Executive
Hopefully any internal procedures will wipe the arrogant 'tough, i own the road' look off his face he gave me after i caught him up.
they'll probably wait until he has 50 recorded complaints, or he kills someone before they have a word
[i]"strict
confidentiality that has to be maintained on driver behaviour issues"[/i]
why?
"they'll probably wait until he has 50 recorded complaints, or he kills someone before they"
Give him a medal!
Sounds like a standard letter to me. But hey you got a reply and basically a admission of fault. Bus drivers in the wrong, what ever next???
Very similar wording to the response I got from the local bus service after a complaint. I doubt one complaint will make much difference but if they get enough strikes something might happen.
It does sound standard (worrying they feel the need for one!), but it is the kind of response you want to get.