Customer Suggestions & Complaints

South West Coaches is committed to delivering a reliable, professional and friendly service. We welcome customer feedback, both positive and negative, and use it to help improve our services.

Our Commitment

All complaints are handled with tact and consideration and are never taken personally.

Where South West Coaches falls short of expectations, we will offer a sincere and prompt apology together with a genuine commitment to prevent recurrence.

Contact Our Services Manager

Your complaint should initially be directed to our Services Manager using one of the following methods:

Response Times

• Your complaint will be acknowledged within five working days.

• You will receive a full response within 10 working days.

• If a full response cannot be provided within this timeframe, South West Coaches will:

  • Explain the reason for the delay.

  • Provide an estimated date for a complete reply.

Complaint Outcomes

Escalation Process

If you remain dissatisfied with the outcome of your complaint, you may request that your complaint is escalated to the Operations Director for further review.