D-Way Travel - Customer Care

Values

A Satisfied Customer is our Main Concern

• TOTAL CUSTOMER SATISFACTION
• CONTINUOUS IMPROVEMENT
• INNOVATION
• STAFF DEVELOPMENT
• COST EFFECTIVENESS

Service Standards

When you can phone us

You can phone us :-

Monday to Friday between 0630hrs and 2230hrs
Saturdays 0830hrs till 2230hrs
Sundays 1000hrs to 2230hrs

Outside these hours you will be able to leave a message on an answer phone
For genuine emergencies we try to be on call 24/7
Unless in real emergency please do NOT phone after 2230hrs on any occasion.

When you phone us

If we cannot deal with your enquiry immediately we will give you the name of the person the enquiry will be passed to, and say when we expect them to reply.
If we do not answer your call within ten rings (14 rings1700hrs till 0830), or if the line is engaged, your call will be diverted to another member of staff or to an answer phone.
We will respond to all phone messages within the following working day 
We will answer straightforward correspondence within three working days of receiving it.
We will send a full reply to more complex correspondence within ten working days. If we cannot give you a full reply within ten working days we will contact you, explain why and tell you when you can expect a full reply. 
We prefer correspondence via e/mail to david@dwaytravel.com when convenient and possible, and attempt to respond to all according to their urgency and complexity.
Those of an urgent nature will take precedence over general enquiries.

This Policy Statement formally acknowledges that the quality of service provided is of the highest priority to all D/Way Travel staff.

We are committed to maximising the benefits to customers and the community through the services we provide

D/Way Travel is committed to ensuring that its services are accessible to all who seek to use them.

All staff are committed to assisting customers and demonstrating that they care about their needs.

All staff will provide a competent, courteous, helpful and friendly service to the highest professional standards.

At all times staff will seek to demonstrate a flexible and responsive attitude to customers.

D/Way Travel is committed to delivering and managing services and programmes consistent with the Department for Employment and Learning’s policy to promote equality of opportunity on the basis of ability, qualifications and aptitude, irrespective of religious belief, political opinion, age, sexual orientation, disability, race, marital status or gender

We invite comments, enquiries or complaints about any aspect of the service we provide to 01986895375, 01986896575, 07825187488 or david@dwaytravel.com

Complaints

We encourage genuine complaints to be brought to our attention in order that they can be remedied quickly and the reason leading up to the complaint can be eliminated from future operations and, where applicable, further training applied.When you can phone us The person you have been dealing with can deal with most complaints informally and quickly within 5 working days. However, if you prefer or are still not satisfied, you should contact the Proprietor (David Thompson) who will investigate your complaint and who will reply within 10 working days.

In all cases your complaint will be :-

• acknowledged within 5 working days
• investigated thoroughly
• treated confidentially

We encourage genuine complaints to be brought to our attention in order that they can be remedied quickly and the reason leading up to the complaint can be eliminated from future operations and, where applicable, further training applied.When you can phone us The person you have been dealing with can deal with most complaints informally and quickly within 5 working days. However, if you prefer or are still not satisfied, you should contact the Proprietor (David Thompson) who will investigate your complaint and who will reply within 10 working days. If there is going to be a delay we will let you know the reason and when you may expect to receive a detailed reply

Do I have to complain in writing?

Many people are put off making a complaint because they have to make it in writing. Although we prefer complaints in writing you do not have to do this. We will accept your complaint by telephone or in person. If in person direct to the proprietor please. If your complaint is serious we may ask you to put it in writing so that we can be absolutely clear about which parts of our service you are unhappy with.

D-Way ~ The Right Way!