Our approach
Kingswell Transport welcomes feedback and treats complaints as an opportunity to identify problems, improve service quality and strengthen passenger experience.
How to make a complaint
Email info@kingswelltransport.co.uk. Please include your name, contact details, journey or service details, date and location where relevant, and a clear description of the concern.
If the service was commissioned by a council, school, college or other organisation, you may also use that organisation's own complaints or contract-management process.
What happens next
- We acknowledge the complaint where contact details are available.
- We review the information and speak with relevant personnel or commissioning contacts where necessary.
- We consider relevant evidence, such as journey records, correspondence or incident information.
- We provide an appropriate response and identify corrective action where required.
Urgent safeguarding or safety concerns
A complaint involving an immediate risk to passenger safety should not wait for the normal complaints process. Contact the appropriate emergency service where necessary and notify the relevant commissioning or safeguarding contact.
Confidentiality
Complaints may involve personal or sensitive information. We handle complaint information in accordance with our Privacy Policy and applicable data protection requirements.
Continuous improvement
Where appropriate, complaints and feedback are used to identify trends, improve procedures, strengthen training and improve the passenger experience.
Contact
Email: info@kingswelltransport.co.uk
Address: 119 Burns Avenue, Southall, UB1 2LU, United Kingdom