Complaints Policy
Introduction
At Swift (“we,” “us,” or “our”), we are committed to providing a high-quality service and maintaining a high level of customer satisfaction. This Complaints Policy outlines the procedure for users (both riders and drivers) to raise complaints and how we address them. We aim to resolve all complaints fairly, consistently, and promptly.
1. Purpose
The purpose of this policy is to ensure that all complaints are handled professionally and transparently. We strive to:
- Address complaints in a timely and efficient manner.
- Resolve issues at the earliest opportunity.
- Use feedback to improve our services.
2. Scope
This policy applies to all users of our Services, including riders and drivers. Complaints may relate to any aspect of our service, including but not limited to ride quality, driver/rider behavior, app functionality, billing, and safety concerns.
3. How to Make a Complaint
A. Submitting a Complaint
Users can submit a complaint through the following channels:
- In-App Support: Navigate to the support or help section of our app and follow the prompts to submit a complaint.
- Email: Send an email to our customer support team at hello@rideswift.co.uk.
- Phone: Call our customer support line at 02392 002 480
When submitting a complaint, please provide as much detail as possible, including:
- Your name and contact information.
- Date and time of the incident.
- Description of the issue.
- Any relevant screenshots or attachments.
B. Complaint Acknowledgement
Upon receipt of a complaint, we will:
- Acknowledge receipt of the complaint within 24 hours.
- Provide a reference number for tracking purposes.
- Inform the complainant of the expected time frame for resolution.
4. Investigation Process
A. Initial Review
Our customer support team will conduct an initial review of the complaint to determine its nature and severity. This may involve:
- Reviewing the complaint details.
- Checking ride logs, transaction records, and communication history.
- Contacting the complainant for additional information if needed.
B. Detailed Investigation
For more complex complaints, a detailed investigation will be conducted by a designated team member. This may involve:
- Interviewing the parties involved (drivers, riders, support staff).
- Gathering additional evidence, such as GPS data, call recordings, and CCTV footage (if applicable).
- Consulting with other departments or external experts as required.
5. Resolution
A. Decision
Based on the findings of the investigation, we will make a decision on the complaint. Possible outcomes include:
- Upholding the complaint and taking corrective action (e.g., issuing a refund, providing compensation, taking disciplinary action against a driver/rider including contacting the council where the driver is registered).
- Rejecting the complaint if it is found to be unsubstantiated or outside the scope of our service responsibilities.
B. Communication
We will communicate the outcome of the investigation to the complainant within the specified time frame, providing:
- A summary of the investigation findings.
- The decision and any actions taken.
- Information on how to appeal the decision if the complainant is not satisfied.
6. Appeals
If a complainant is not satisfied with the resolution, they may appeal the decision by:
- Submitting an appeal in writing to hello@rideswift.co.uk within 14 days of receiving the decision.
- Clearly stating the grounds for the appeal and providing any new evidence or information.
An independent review will be conducted by a senior team member not involved in the original investigation. The outcome of the appeal will be communicated to the complainant within 14 days of the appeal submission.
7. Contacting Havant Borough Council
If you are not satisfied with the outcome of your complaint, you have the right to contact Havant Borough Council. When doing so, please reference our operator number [Operator Number] and the vehicle number involved in the complaint.
You can contact Havant Borough Council at:
- Email: licensing@havant.gov.uk
- Address: HBC Licensing, Public Service Plaza, Civic Centre Rd, Havant PO9 2AX
8. Confidentiality and Data Protection
All complaints will be handled in strict confidence. Personal data will be processed in accordance with our Privacy Policy and relevant data protection laws. Information will only be shared with those involved in the investigation and resolution process.
9. Monitoring and Review
We regularly review our complaints handling process to ensure it remains effective and responsive to user needs. Feedback from complaints is used to improve our services and prevent similar issues in the future.
10. Contact Us
For any questions or further information about this Complaints Policy, please contact us at:
- Email: hello@rideswift.co.uk
- Phone: 02392 002 480
- Address: 21 Hedge End Walk, Havant, PO9 5LS
Last updated: 18th June 2024