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Lauders Private Vehicle Hire

Customer complaints procedure

 

Our company, as part of our commitment to meet our quality and customer satisfaction obligations, has a comprehensive customer complaint procedure in place to ensure the involvement of our senior partner until the matter is resolved to the satisfaction of all parties.

To ensure customer complaints or failures of communication in meeting customer requirements are fully investigated by the partnership team to ensure they are addressed as soon as possible.

On receipt of a complaint our sequential response to a problem being reported will include:

• Recording and verify the problem as reported by the client.

• Assigning a partner to the case.

• Responding by telephone call, Email or by letter within 24 hours of the complaint.

• Consulting with the complainant with regards a satisfactory resolution to the incident.

• Producing recommendations/actions to resolve the issue to the Partnership.

• Communicating the findings to the customer.

• Analyse the findings from the investigation and report back to the customer

• Implementing corrective measures and/or procedures to prevent recurrence.

We use the process to deliver our commitment to quality and to ensure we continue to meet the high standards our customers expect.

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customer complaints  or observations should be reported to johnlauder@btinternet.com  and will be investigated by a Partner  via the above process.

Complaints can also be reported by calling us on 01890 882684 or in writing to our base at:

Lauders Private Vehicle Hire, 1 Priory Hill, Coldstream, Berwickshire, TD124EB