Information

Complaints procedure

We are not carrying passengers yet, so most of what a transport complaints procedure covers does not apply to us today. What follows is how we handle a complaint about this website, our apps, or the way we have dealt with you. The full service procedure — covering journeys, drivers, schools and commissioned routes — is published before the first route runs, not after.

Purpose

A complaint is any occasion where you tell us we have got something wrong and you want it looked at. It does not need to use the word complaint, and you do not need to have exhausted anything else first.

Anyone can raise one: a parent or guardian, a school, a council team, someone who applied to drive or assist for us, or someone who simply used this site and found it did not work.

How to raise one

Use the contact form on this site and say plainly that you are making a complaint. Tell us what happened, when, and what you would like us to do about it.

Please do not include a child's details, medical information or anything else sensitive in a web form. If a complaint requires that information to be understood, say so and we will arrange a better route for it.

What happens next

We acknowledge that we have received it, so you are not left wondering whether it arrived.

Someone who was not directly involved looks at what happened, gathers whatever record exists, and forms a view.

You get an answer that says what we found, what we are doing about it, and what we are changing if anything. If we disagree with you, we say so and explain why rather than going quiet.

If you are not satisfied

Tell us, and it goes to someone more senior for a second look. We will not treat asking twice as a nuisance.

Once we are operating under a licence, complaints we cannot resolve can also be taken to the licensing authority for the area concerned, and we will tell you which one that is and how to reach them. That route does not exist yet because we do not yet hold a licence.

If your complaint concerns how we have handled personal information, you can also raise it with the Information Commissioner's Office at ico.org.uk. You can go to them at any point; you do not have to come to us first.

Records

We keep a record of complaints and what we did about them, because a complaints procedure that leaves no trace is a way of losing complaints politely.

Those records are kept no longer than we need them and are covered by the privacy notice on this site.