Customer Care Charter / Conditions of Hire Guarantee

Grey's of Ely Charter for customer care and conditions of hire guarantee has been created and endorsed to provide aspirations to its workforce and a pledge to its customers that the highest of standards and levels of commitment will be given by Grey's of Ely

CONTACT WITH OUR CUSTOMERS

Our Charter guarantee outlines our aims for:

  • What you can expect when contacting Grey's of Ely Ltd.
  • The standard of service you can expect
  • Providing guidance for our workforce on how to offer good standards of service to our customers
  • Providing a good communication channel for discussion on projects and complaints

The Grey's of Ely standards we aspire to meet for our customers are:

AT OUR OFFICES

Polite telephone manner, offering helpful service and advice and dealing with nay concerns or complaints in a timely matter.

  • Answer all telephone calls within three rings, giving our contact names. If an account manager is not available then an answer system is available for us to return your call.
  • Good & clear communication with the appropriate persons when making enquiries
  • Clear explanations of Grey's of Ely's procedures for offering quotations and timescales
  • Dealing with all enquiries or complaints immediately, or if this is not possible explain why, and a time period when we can get back to you
  • Give a deadline for returning all telephone & correspondence’s
  • Easy contact via the telephone, fax, email or post. Details below

ON SITE

  • Polite and courteous workforce in company branded uniform
  • All vehicles supplied branded in our company scheme
  • All vehicles to be supplied in good / clean working order when dispatched from our depot.
  • Conscious of our customers lifestyle and respectful to their personal needs/requests and flexibility for customer requests on the day
  • Due diligence to arriving to collection point in good time
  • Punctual pick up clients
  • A fully fucntional coach
  • 24hr emergency back up
  • Written confirmation of hires
  • Once accepted bookings will not be cancelled (except in the case of non-paymentor other breach)
  • Waiver / refund of one day's hire charge for any coach delayed by more than one hour by mechnical defect if another replacment coach cannot be sourced as a direct replacment, wtithin the same time.

How to Contact us:

Grey's of Ely Ltd

41 Common Road,
Witchford,
Ely,
Cambridgeshire,
CB6 2HY.

Company No. 6009895


Customer Care Charter