We Want To Get It Right, Every Time...

At York Pullman we work hard to deliver a helpful, friendly, easy to access and reliable service for our customers.  York Pullman is one of the largest independent bus and coach operators in Yorkshire, we operate more than one hundred buses and coaches providing home-to-school and college transport services to York and the wider area around the county as well as private and corporate coach hire services all year round helping people get to work, to education, attend appointments and to attend days out and major events right across the UK. And we want at all times to provide a service that you can depend on.

As a Company we invest a great deal of time and resources into trying to ensure that we provide you with exactly what you expect of us, all of the time. We undertake our own training programmes both in-house and using external suppliers to try to ensure that this is the case and we would love to hear from you if you think we’ve done a good job.

Click here to send us your positive feedback

Your positive feedback will usually be shared with the member(s) of our team who have provided you with a good service.

Of course, things don’t always go to plan, despite our very best efforts.

If something goes wrong, we want to hear about this too, it’s the only way we can keep improving. We want to be the best and are always looking for a better way to do things, so all customer feedback is important to us and we value you contacting us.

This charter sets out our commitment to you if you feel that you need to complain, what you can do to help us to help you and what you can expect from us.

Definition of a complaint

Any expression of dissatisfaction howsoever made by a customer or potential customer about a service provided by York Pullman Bus Company Ltd.

We promise to:

• Provide a customer focused service which will aim to resolve your complaint when you first contact us; we try hard to make sure you only contact us once for a full and satisfactory resolution.
• Respond to all customer enquiries within 7-10 working days, depending on the complexity of the query.
• Be helpful, polite and treat you with respect at all times.
• Protect your personal information.

You can help us by:

• Giving us the information we need to help you.
• Being polite to our agents.
• Understanding we can’t always share the details of our internal investigations.

How to contact us

Our team are on hand to answer your questions and help you.

You can contact us in the following ways:

Click here to make a complaint by email

We will acknowledge your complaint so that you know we’ve got it – usually within 3 days and we’ll aim to respond fully within about 7-10 working days depending on the complexity of the investigation

Phone

Our customer services team can be contacted on 01904 622992 and this is the best option for a quick resolution. In most cases we can sort things out in a single phone call but if we do need to investigate further, we’ll work hard to get back to you with a full reply in 7 – 10 days.
Customers can contact us by phone between 9am to 5pm, Monday to Friday.