Dear x
Thank you for your email dated 18 March regarding the actions of a driver
on our 9 service the previous evening as you were cycling along Dumbarton
Road. Mr x is out of the office at the moment and has asked me to
respond on his behalf.
I was very concerned on reading your account of the incident that took
place that evening and on viewing the footage of the incident that was
posted on your youtube website. In this regard, I can confirm that all of
our drivers regularly receive training (both at the commencement of their
employment and on an ongoing basis) and, in consequence, all staff are
fully aware that our Company regards safety to be of paramount importance
and that due regard for the well-being of passengers and all other
road-users must be exercised at all times. Drivers must also fulfil their
various customer service responsibilities including the duty to treat
customers and others with respect and courtesy at all times.
As a result of the information that you kindly supplied, we were able to
identify the driver on duty on 17 March who, in accordance with Company
procedures, has been interviewed by a senior manager. I can also assure you
that when our investigations into this matter were concluded, appropriate
action was taken to ensure that there are no recurrences of incidents of
this type. I can also confirm that, as a direct result of your feedback,
and bearing in mind that the onset of better weather conditions will result
in an increase in the number of cyclists using the road network, we are
producing a staff notice for circulation to all of our depots to remind our
drivers that they must 'Give Cyclists Room' at all times.
Please accept my sincere apologies for the actions of our driver on 17
March on what we hope you will find to have been an isolated example of
service deficiency on our part. If you would like to discuss further any
aspect of this matter, please do not hesitate to contact me again. In
closing, I would like to thank you once again for taking the time and
trouble in writing and thereby allowing us the opportunity to take
corrective action on this occasion.
Yours sincerely
xx
Operations Director &
Deputy Managing Director
