her_welshness
Well-Known Member
This is what I can remember (my notes are at home).
Part 2 – Disciplinary Procedures & Outcomes
I had a meeting after the driving training with Alistair (Marketing & PR Manager) and Kieran (Sales & Marketing Director and son of John Griffin who is the owner of Addison Lee).
There is a disciplinary procedure in place. If a complaint is made against the driver (complaint is normally made by telephone) then they will be invited in for an interview with the driving liaison manager who will offer the driver the chance to provide their side of the story. They are issued with a verbal warning.
The person who takes the complaint by phone does not speak to the driver; this is handled entirely by Driving Liaison.
If the driver has got some complaints (around 4 or 5) on his record then he is sent on ROSPA training.
If the driver has still not learnt from further training (and they will call them back in again and again) then they would be let go. As they said, they are representing their firm.
The majority of their complaints come from their customers but they would welcome more feedback from other road users.
I did suggest that I would have brought my complaint to Roadsafe and Alistair said that I would have not got anywhere with them – I think he is right on that one.
Outcomes:
1. Alistair suggested that as they wanted constructive feedback that we could make the complaints section clearer on their web-site.
2. I suggested that more information on the Highway Code be implemented into their training.
3. Alistair suggested that they invest in some bicycles and offer the drivers the chance to cycle around the area. He and Kieran did question the business cost of this and I understand where they are coming from.
4. I suggested that as part of the induction process that they have some online tests and Alistair suggested that if they complete them then they get some sort of incentive for this. Some of the ideas for this included videos showing good or bad driving. Also, perhaps a module called ‘Driving in London’.
5. Alistair also suggested that they have in their internal magazine some focus on cycling and cycling awareness.
All in all I thought that it was worth the visit; they want to take these ideas on board (they were working with a cycling charity previously but they never got back to them) and improve their service ultimately.
One thing that did strike me was that Alistair who rides around Richmond Park and does sportives would not dream of cycling in central London. Another training manager I spoke to said that it was dangerous cycling in London and he would not even want his children to.
Anyway I said that I would write this up and send it back to them. If you have got any more questions/queries then please ask away because then I can pass that back to Addison Lee.
Part 2 – Disciplinary Procedures & Outcomes
I had a meeting after the driving training with Alistair (Marketing & PR Manager) and Kieran (Sales & Marketing Director and son of John Griffin who is the owner of Addison Lee).
There is a disciplinary procedure in place. If a complaint is made against the driver (complaint is normally made by telephone) then they will be invited in for an interview with the driving liaison manager who will offer the driver the chance to provide their side of the story. They are issued with a verbal warning.
The person who takes the complaint by phone does not speak to the driver; this is handled entirely by Driving Liaison.
If the driver has got some complaints (around 4 or 5) on his record then he is sent on ROSPA training.
If the driver has still not learnt from further training (and they will call them back in again and again) then they would be let go. As they said, they are representing their firm.
The majority of their complaints come from their customers but they would welcome more feedback from other road users.
I did suggest that I would have brought my complaint to Roadsafe and Alistair said that I would have not got anywhere with them – I think he is right on that one.
Outcomes:
1. Alistair suggested that as they wanted constructive feedback that we could make the complaints section clearer on their web-site.
2. I suggested that more information on the Highway Code be implemented into their training.
3. Alistair suggested that they invest in some bicycles and offer the drivers the chance to cycle around the area. He and Kieran did question the business cost of this and I understand where they are coming from.
4. I suggested that as part of the induction process that they have some online tests and Alistair suggested that if they complete them then they get some sort of incentive for this. Some of the ideas for this included videos showing good or bad driving. Also, perhaps a module called ‘Driving in London’.
5. Alistair also suggested that they have in their internal magazine some focus on cycling and cycling awareness.
All in all I thought that it was worth the visit; they want to take these ideas on board (they were working with a cycling charity previously but they never got back to them) and improve their service ultimately.
One thing that did strike me was that Alistair who rides around Richmond Park and does sportives would not dream of cycling in central London. Another training manager I spoke to said that it was dangerous cycling in London and he would not even want his children to.
Anyway I said that I would write this up and send it back to them. If you have got any more questions/queries then please ask away because then I can pass that back to Addison Lee.
