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


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:


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


  • 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,
CB6 2HY.

Company No. 6009895

Customer Care Charter