I got a template reply, but better than nothing. Hopefully the driver will get a slap on the wrists.
Thank you for your feedback concerning the problems you experienced with a driver of a route 23 bus driving dangerously.
I was concerned to learn of the events you describe. I am sorry to hear of your experience. I can fully understand how distressing it must have been when the driver behaved in such a dangerous manner. Please accept my sincere apologies for any upset caused.
We expect the very highest standards of service from all our staff. This is especially true of our drivers as they are in many ways the face of our organisation. Drivers receive thorough training to enable them to operate their vehicles effectively. Safety and road awareness are key elements of this training. We expect all drivers to drive safely and considerately to other road users at all times. The driver behaviour you describe is completely unacceptable.
In view of your feedback I have highlighted details of your experience to the operator, First.
The operator will investigate this incident and will be able to identify the driver from the details and the footage you have provided. Following this the driver will be interviewed by a member of management and corrective disciplinary action will be taken in line with the operators internal disciplinary procedures.
First have informed me that they have requested the internal CCTV footage of the incident from onboard the bus to use in their disciplinary process. If the police require this footage also, they should contact First directly.
For confidentiality reasons we never release details of an interview and any subsequent action taken. But please rest assured that both we and our operating companies take complaints about poor staff behaviour such as dangerous driving extremely seriously. The behaviour you experienced will not be tolerated and the driver will be in no doubt of the consequences of such conduct.
Some of the action that is taken against drivers includes follow up monitoring by plain clothes inspectors, re-training or in some cases dismissal.
Thank you for taking the time to contact me. Should you have any further queries, please let me know.
Yours sincerely
Customer Service Advisor