ETS is committed to delivering excellent customer service.
We have a straightforward approach to customer care, which is that we treat our customers as we would like to be treated ourselves.
For Educational and Social Care Transport Services
- County councils, district councils, and unitary bodies with whom we hold contracts or hope to seek to hold contracts.
- Educational and social care establishments with which we are engaged in accordance with the afore-mentioned service contract activities.
- Staff of all of the these authorities and establishments.
- Our passengers.
- The parents and/or carers of our passengers.
Enquiries/Complaints/Lost Property
If you think that an item has been mislaid in the vehicle, please enquire with the driver on your next journey in the first instance. If this is not appropriate, or if you prefer or wish to, please contact us on +44 7767115930.
For all other enquiries or complaints, please contact us at info@ets4schools/com.
Our Commitment To You
We will be polite, courteous, and will do our utmost to assist you effectively and without undue delay.
Your Commitment to Us
You will provide us the information we need in order to help you, and you will treat our staff fairly and with respect.
OUR CUSTOMER CARE STANDARDS
Contact by Telephone
We will:
Aim to answer the telephone within 20 seconds (six rings) during normal working hours.
Attempt to resolve your query at the first point of contact. If this is not possible, we will pass your call to someone who can help and ensure that you have the name of the staff member dealing with your enquiry.
Contact by Email and SMS (Text Messaging)
We will:
- Aim to respond to emails sent to us or text message enquiries within 24 hours, except at weekends or during bank holidays. As a minimum, we will provide acknowledgement within one working day that states the anticipated timescale for resolution. Emails and text messages of an urgent nature will be prioritised for immediate attention.
What We Ask of You
Our colleagues – as do you – have the right to be treated with respect and dignity.
They must not be me met with with rudeness, abuse, or threatening behaviour. If such behaviour is encountered and persists, our staff may not continue to assist you. Should this arise in a vehicle, the matter will be reported to the relevant authority for further investigation.
ETS will take appropriate action in respect of any individuals who are abusive to staff, including – if the abuse is from a passenger – making a recommendation to the relevant council that travel entitlement be withdrawn.
Important legal note to parents
We’d like to advise the parents that we are unable to take responsibility for the loss, theft or damage of valuable items.
We may refuse to take it onboard. If we agree to take it, we will require a written consent and it would be entirely the parents’ own risk.
Any expensive items travelling with the passengers must be on the family’s own insurance either by separate schedule of Insurance or on the Home Insurance.
Services:
Insurance, Policy
Client:
Mike hardson
Date:
20 June, 2023
Location:
Broklyn, New York
Contact Times
Opening Hours
Monday to Friday between 09:00 to 17:00
Out-of-Hours
A messaging service and/or a divert option will be in place. Messages via telephone, email, and SMS (text) will be monitored from 06:00 to before 09:00 and after 17:00 until 22:00.
Drivers/Escorts
Drivers and/or escorts will normally provide their direct mobile numbers to parent and carers so that any day-to-day transport requirements can be immediately addresses.
