Complaints Policy

A complaint is a representation from one of our customers, their employees or any other person with whom Ontime has contact whilst carrying out its business that we have either failed to do something, done something wrong or acted unfairly or discourteously. A complaint may be made in writing, in person or by telephone.

Everyone at Ontime has a shared responsibility to acknowledge that a complaint has been made and to ensure it is sympathetically and sensitively handled in accordance with the internal procedures set out below.

As a business, we will view complaints as an opportunity to learn from our mistakes and be willing to implement changes to our policies and procedures.

Organisational responsibilities and procedures

1. All complaints or comments are recorded on an ISO Corrective Action Log as soon as a complaint is made by the person who initially received the complaint.

2. All complaints or comments will be acknowledged in writing within 2 working days of receipt by or on behalf of a senior Manager.

3. Complaints are to be passed to the appropriate member of the Ontime management team for investigation and review.

4. The investigation and review will be completed, and a written response will be made within 10 working days.

5. If it becomes apparent during the review process that the review will not be completed and a written response made to the complainant within the above timeframes, then a letter providing an initial progress report and setting a revised deadline for a complete response will be sent.

6. If the complainant is not satisfied with the response, the complaint will be referred to a Director of the company for further investigation and response.

7. During the investigation process, any improvements to our working processes and procedures identified as a result of the complaint will be implemented within 10 working days, unless there is an IT or systems development required to introduce the change.

8. The Corrective Action Log will be updated by or on behalf of the appropriate Ontime line manager once the complaint is resolved.

9. The Directors will review the Corrective Action Log at least every quarter as part of the Quality Management procedures.