Just got a follow up mail, thought I'd post it.
Dear Mr *****
Thank you for your email regarding the behaviour of the National Express driver you encountered recently, and for telling us of your concerns.
I was very concerned indeed to read about the actions of our coach driver and I can tell you that under no circumstances will we tolerate the standard of driving you have described. Please let me explain what will happen now.
I have contacted the driver's manager and have sent on a copy of your complaint. I have asked for the driver to be interviewed and for your complaint to be discussed in detail. I have also alerted our compliance team, who are responsible for safety, to the seriousness of your complaint.
In addition to interviewing the driver, we will review the driver's performance record to date and will examine any supporting documentation which may assist, such as the vehicle's tachograph. The tachograph continuously records the speed of the coach and the hours driven by the driver.
Once we are satisfied that a thorough investigation has taken place, the driver's manager will decide what action to take. Extra training may be recommended or disciplinary action may be taken. Discreet checks and further monitoring are often arranged. In the most serious cases, the driver may be removed from the National Express coach network.
I have asked to be kept informed of the outcome and your complaint will be held on the driver's file and recorded on our central database, which is monitored on a regular basis. Whilst this information has to remain confidential, you can be sure that every single complaint we receive in connection with our drivers is thoroughly investigated and followed through to its appropriate conclusion.
I hope I have been able to assure you that the wellbeing of our customers and the safe operation of our coaches is of the utmost importance to us.
If there is anything else I can help you with please do not hesitate to contact me on 0121 450 8833 and I will be happy to talk to you.
Yours sincerely