If our service doesn’t live up to your expectations, we want you to tell us about it so that we can try to put things right. If you wish to make a complaint, please go to the Complaints Procedure page. You can also call us on 01925 634296 or write to us at the following address:
Warrington’s Own Buses
Wilderspool Causeway
Warrington
WA4 6PT
If we can’t give you an answer straight away, we may need to launch an investigation and get back to you. Sometimes this can take some time, particularly if we need to talk to a driver, but we aim to get back to you within 10 working days.
Receipt of complaint
- Receive complaint from passenger via feedback form, phone call or letter
- Complainants on Twitter or Facebook are asked to complete our feedback form here
- All complaints logged
- All complaints to be responded to with 10 working days
Investigation process
- Trace bus and/or driver
- Print off ticket data
- Review CCTV from vehicle if necessary
- Meeting with driver for his/her version of events
- Outcome of any action taken goes on driver’s personal file
- Log all details in complaints database
- Send a reply to the complainant with as much detail as possible
- KPIs on complaints sent to the business leadership team on a weekly basis
- The relevant senior operational manager is continuously tasked with improving customer service to reduce complaints
