Customer Care and Complaints

At Globus SW Ltd., we are committed to providing excellent service and

ensuring our customers have a safe, comfortable, and reliable experience

when traveling with us. However, we understand that occasionally things

may not go as expected. This Customer Care and Complaints Procedure

outlines the steps our passengers can take if they wish to raise a concern

or complaint.

1. Customer Care:

We aim to offer outstanding customer service. Our staff is trained to

assist with any questions, concerns, or requests regarding your travel

experience. If you need help or have an inquiry, here's how you can get in

touch with us:

• By Phone: Call our Customer Care Team at 08000438880 We are

available Monday to Saturday from 9am until 6pm.

• By Email: Send your query to globus@post.com.

• At Our Office: Visit us at Henleaze House, 13 Harbury Rd, Henleaze,

Bristol, BS9 4PN during business hours. Our team is happy to assist

you In person.

• On Social Media: Reach out to us on our Facebook and lnstagram

pages for quick assistance.

2. Making a Complaint:

We take customer feedback seriously. If you have a complaint, we

encourage you to follow the steps outlined below. We aim to resolve all

complaints promptly and fairly.

Step 1: Informal Resolution

If you experience a problem, we recommend trying to resolve it informally

by contacting the driver or a member of staff on board. They may be able

to address the issue immediately, whether it's a problem with seating,

delays, or other service-related concerns.

Step 2: Formal Complaint Submission

If the issue is not resolved on the spot or requires further investigation,

we encourage you to submit a formal complaint. Please provide the

following details for a swift resolution:

• Your full name, address, and contact details

• A description of the incident, including the date, time, and location

of your journey

• Any relevant ticket or booking reference numbers

• Details of the complaint or concern (e.g., delay, cleanliness,

behavior of staff, etc.)

• Any steps you've already taken to resolve the issue

How to submit a formal complaint:

• By Phone: Call 08000438880 during business hours. Please leave a

message if our team is unavailable, and we will retu rn your call.

• By Email: Send your complaint to globus@post.com providing all

the details mentioned above.

• Online:

• By Post Write to us at Henleaze House, 13 Harbury Rd, Henleaze,

Bristol, 8S9 4PN, marking the envelope "Complaint."

Step 3: Acknowledgment

Once we receive your formal complaint, we will acknowledge receipt

within 2 Days. You will receive an acknowledgment email or letter,

outlining the next steps and the expected time-frame for resolution.

Step 4: Investigation and Resolution

Our team will investigate your complaint thoroughly. If necessary, we may

contact you for further details or clarification. We will aim to resolve your

complaint as quickly as possible. In cases where the issue is complex,

we will keep you updated on our progress.

We strive to resolve complaints within 10 working days. If additional time

is required for investigation, we will inform you of the delay and provide a

revised timeline.

Step 5: Final Response

After completing our investigation, we will provide you with our final

response. If the complaint is upheld, we will offer a solution, such as an

apology, refund, or other compensation, as appropriate. If the complaint

is not upheld, we will explain the reasoning behind our decision.

Step 6: Escalation {If Unresolved)

If you are not satisfied with the outcome of our investigation or the

resolution provided, you have the option to escalate the complaint to an

independent body. We are a member of Bus Users UK Charitable Trust

Ltd and follow all the regulatory obligations of the Traffic Commissioners

Office. You can contact them for further assistance. Their contact details

will be provided in our final response.

3. Compensation and Refund Policy:

Where applicable, we may offer compensation or a refund if the service

provided does not meet our standards. This could include:

• Delays

• Cancellations

• Poor onboard conditions

• Other significant service failures

To claim compensation or a refund, you must submit a formal complaint

with all necessary documentation, including your booking reference or

ticket number.

4. Customer Satisfaction and Feedback:

We value all customer feedback as it helps us improve our service. After

your journey, you may receive a feedback survey via email or through our

website. We encourage you to share your experience, whether positive or

negative, to help us enhance our services.

5. Confidentiality and Data Protection:

We respect your privacy and are committed to protecting your personal

data. Any information provided during the complaint process will be kept

confidential and used solely for the purpose of resolving your complaint.

Our GDPR data protection policy is available on our website.

6. Continuous Improvement:

At Globus SW Ltd., we are constantly striving to improve our services. We

regularly review customer complaints and feedback to identify areas for

improvement. Your input helps us enhance the quality and reliability of

our services.

Contact Information:

• Customer Care: Call: 08000438880. Email: globus@post.com

• Complaints: (As above)

• Head Office: Henleaze House, 13 Harbury Rd, Henleaze, Bristol,

England, BS9 4PN

Thank you for traveling with Globus SW Ltd. We are committed to

providing the best possible service and look forward to resolving any

issues you may have.