1. Purpose

Z Coach & Tours Ltd is committed to providing a safe, reliable, and professional school transport service. We welcome feedback and view complaints as an opportunity to improve our services. All complaints will be taken seriously, handled promptly, and resolved fairly in the best interest of our passengers.

2. Scope

This procedure applies to all complaints concerning:

• The behaviour or conduct of drivers, staff, or students.
• Safety, punctuality, or condition of our vehicles.
• Communication, booking, or customer service issues.
• Any safeguarding or welfare concerns.

3. Our Commitment

We will:

• Treat all complaints seriously and with respect.
• Acknowledge receipt within 3 working days.
• Aim to investigate and respond within 10 working days.
• Keep all records confidential and compliant with the Data Protection Act 2018 and UK GDPR.
• Ensure no one is treated unfairly for raising a concern.

4. Stages of the Complaint Process

Stage 1 – Informal Resolution

Where possible, raise your concern directly with the Coach Captain or Driver at the time of the incident. Many issues can be resolved quickly through open communication.

Stage 2 – Escalation to Management

If the issue is not resolved, or if it is of a serious nature, contact Sabbir Zamee, Managing Director & Designated Safeguarding Lead, via one of the following:

📧 Email: [email protected]

💬 WhatsApp (preferred & quicker): +44 7908 212505

Please include the following details where possible:

• Your name and contact information
• Child’s name and school
• Date, time, and route
• A clear description of the concern

You will receive an acknowledgement within 3 working days. An investigation will then be carried out, and a formal written response will be issued within 10 working days outlining the findings and any actions taken.

Stage 3 – External Escalation

If you remain unsatisfied after our internal review:

• You/ We may refer safeguarding-related concerns to the school’s safeguarding officer.
• For safety or vehicle compliance issues, you may contact the Driver & Vehicle Standards Agency (DVSA) – www.gov.uk/contact-dvsa
• For serious safeguarding matters, you may contact your local authority’s safeguarding team.

5. Record Keeping

All complaints and outcomes are recorded securely and retained for a minimum of 12 months. Records are reviewed regularly to identify any recurring issues or improvements needed. Personal information is stored in compliance with UK GDPR.

6. Continuous Improvement

All complaints are reviewed in management meetings to ensure lessons are learned and that our services continue to meet the highest standards of safety, professionalism, and customer care.

Approved by:

Sabbir Zamee

Managing Director & Designated Safeguarding Lead

📧 Email: [email protected]

💬 WhatsApp: +44 7908 212505

🌐 Website: www.zcoach.co.uk