Cheetah taxis Complaints procedure
Always expects high standards in our customer service and we always
welcome feedback from individuals. We see all feedback very indispensable
and helps us to assess and ameliorate our service to the kind that is liked by
our community and locals.
The use of our complaint’s procedure is to:
• Ensure that everyone is conscious of how to make a complaint and
how it may be handled.
• Ensure that all complaint is handled sensitively and cautiously within
a time frame that everyone is comfortable with.
• As soon as your complaint has been investigated fully, we will respond
back to you but if your we cannot resolve your complaint straight away
then we will attempt to resolve it within 2-3 weeks and keep you
updated throughout the whole investigation.
• Ensure that complaints are monitored to help improve us or our
services.
We therefore ensure that we:
• Listen carefully to all the complains and treats complains as
confidential Possible.
• Record, store and manage all complaints accurately and data-wise
Security.
• Investigate all complaints thoroughly, objectively and within a
reasonable time frame.
• Communicate the results of the investigation to the complaints,
including action (if any) is implemented to ensure no recurrence.
Policy Statement
Cheetah Taxis
• We are committed to providing good quality services to our
customers, commercial and personal.
• We take any concern or complaint seriously and investigate it
thoroughly and give a solution as soon as possible.
• All complaints will be treated confidentially (if possible).
• Maintain a register of all complaints.
• We will make our complaints procedure (document or web page)
available. For anyone who asks for it.
• Acknowledging that our complaints from part of the process of
monitoring the practice Quality, eOiciency and impartiality of its
services.
We recognize that all service users, agencies and organizations:
• Have the right to raise any concerns or complaints about our service.
• Access to clear information on how to raise complaints and concerns
available on our website.
• Our complaints procedure is open to anyone receiving or requesting
service from Cheetah Taxis and people acting on their behalf.
Definition of a complaint
Definition of a complaint is ‘A statement that something is unsatisfactory or
unacceptable’ Regardless of whether the complaint is justified or not.
An individual, service user or organization can make a complaint for a few
reasons, listed below are some of the most common:
• They feel that Cheetah Taxis has failed to provide a service or an
‘acceptable’ standard of service.
• They feel Cheetah Taxis or one of its employees mishandled the
situation.
• They feel that Cheetah Taxis or its employees have provided ‘unfair’
service’.
This policy and practice only relate to complaints received about Cheetah
Taxis & its service.
Concerns or Complaint
It is important to establish the diOerence between concern & complaint.
Informal take Acute anxieties in the early stages reduce the likelihood that
the anxieties will develop into systemic one complaint.
Therefore, any individual, service user or organization concerned about our
service, a member of staO or via our website, at their earliest convenience,
reports this to us &n try to understand and minimize concerns at our earliest
opportunity.
If an individual is not happy with their concern being answered and or wants
to do so formally complaint, follow below procedure.
Complaints Procedure
Cheetah Taxis aims to resolve most complaints promptly & satisfactorily.
complaint must have by way of apology or acceptable explanation.
There are three stages to the complaint procedure:
• Stage 1 – Complaint
• Stage 2 – Investigation
• Stage 3 - Resolution
Stage One – The complaint
The complaint can be written or if the complainant prefers, they can discuss
the complaint with a member of staO who can disclose this through the staO
website.
We have a complainant form to use on our website https://cheetah-taxis.co.uk/contact-us complaint can
fill this form.
The complaint must contain the name, address, phone number, nature or
particulars of the complaint, possible details of service such as time & date
of complaint, booking time & date.
Individuals, service users or companies wishing to make a complaint should
contact Cheetah Taxis via:
Website:
Email:
Post:
Stage 2 - Investigation
All complaint will be handled by the customer service team. Maybe a
customer service team Delegate parts of the investigation to the oOice
manager or assigned director if necessary.
If the complaint involves a Cheetah Taxis driver, the customer service team
should be fully staOed Investigating the complaint included booking details,
related calls, mapping of work (where applicable).
Cheetah Taxis aims to resolve all complaints within 5 working days, which
allows a thorough investigation.
Sometimes investigations can take longer, especially if there is a complex or
if we require proof from a third party.
We aim to provide the complainant’s details of the decision & settlement
where appropriate. The eOect does not refer to any individual employees,
drivers or groups of employees.
Apologize if the complaint is upheld. If the complainant is dissatisfied with
the secondary decision, he/she can appeal within 5 working days of result
date & progression to tertiary level.
Anonymous complaints
Complaints received anonymously will be recorded and considered, but
action may be limited if additional information is required to help ensure a
thorough & fair investigation.
Data Protection
To process a complaint, Cheetah Taxis will retain personal data about the
complainant, which the individual gives & others give in response to the
complaint.
Cheetah Taxis will keep this data secure & will only use it to resolve the
complaint. The identity of the person making complaint is known only to
those who need to consider the complaint will not be disclosed to others or
made public by Cheetah Taxis.
However, confidentiality cannot be protected in certain circumstances, for
example, where the relevant low or charges apply, involving the conduct of
third parties.
Cheetah Taxis typically destroys complaint files in a secure manner, one year
after the complaint closed.
Monitoring
Complaints are an important tool, along with data provided by surveys &
user feedback, will allow Cheetah Taxis to learn about & improve the
services we oOer. They provide a useful resource information about how
individuals view our service & how we serve them.
To ensure that Cheetah Taxis can learn form complaints, the following data
will be collected (where possible).
• Name, Address, Phone Number.
• Name of the person dealing with the complaint.
• Date of complaint and response.
• Nature of complaint.
• Action(s) taken / recommendations made in response to the
complaint.
• Lessons learnt.