CUSTOMER SERVICE CHARTER
Driven For You provides a vehicle movement service which offers a level of customer commitment, communication and integrity that is second to none.
Driven For You guarantees Customers peace of mind, comfortable in the knowledge that Driven For You will live up to its commitment to Customers, your customers and your colleagues.
Page 2 - Ordering a Vehicle Movement, Movement Management
Page 3 - Vehicle Delivery
Page 4 - Driver Conduct, Fuel, Tolls and Expenses
Page 5 - Cancelled and Aborted Movements, Waiting Time, Vehicle Breakdowns
Page 6 - Invoicing, Contact Information
1. Ordering a Vehicle Movement
To place a movement order Customers may add their own requests to our bespoke online movement booking platform (Booking Page) / telephone / e-mail Driven For You with full details of the movement required:
Collection and delivery address with contact names and phone numbers
Special / detailed instructions
Driven For You would prefer Customers to give at least 48/72 hours notice of any vehicle movement, however Driven For You may schedule movements with less notice.
Driven For You will check movement details and respond to all requests within 45 minutes as to whether the movement can be arranged as detailed. If the movement cannot be carried out as requested Driven For You will respond with an alternative solution for Customers to consider.
Delivery will be carried out either AM or PM - AM means up to 1:00pm / PM means from 1:00pm
If the movement cannot be carried out within the original indicated time scale Driven For You will contact Customers within 45 minutes of receiving a request to discuss further.
2. Movement Management
2.1 Vehicle Collection
In an effort to avoid drivers arriving to collect vehicles that are not available, Driven For You will endeavour to make contact with the collection point the day before or morning of the collection to ensure availability of the vehicle/customer. This will assist greatly in the avoidance of aborted movements.
Driven For You will assist Customers with any queries relating to vehicle availability.
In the event of a vehicle not being available for collection upon arrival an abort charge may be incurred.
In case of any other issues regarding the collection of the movement, the driver will liaise directly with Driven For You office who will in turn liaise with Customers.
Upon collection the designated driver will complete an Driven For You Vehicle Inspection Report, obtaining an appropriate signature.
At this point responsibility for the vehicle passes to Driven For You.
2.2 Vehicle Delivery
In the majority of cases all vehicles will be driven directly to the delivery address from the collection point. It may not always be possible to deliver a collected vehicle the same day. In such circumstances Driven For You will keep vehicles overnight. Driven For You insurance covers a vehicle whilst kept overnight.
In the case of any issue regarding the completion of a vehicle delivery, the Driven For You driver will liaise directly with Driven For You office who will in turn liaise with Customers or the vehicle recipient.
When vehicles are to be delivered direct to ‘end users’ Driven For You commits to:
Provide Customers an estimated time of arrival either the day before or on the day of delivery.
If required by Customers Driven For You will contact the end user directly with the same
Any changes to the delivery that occur during the day of the vehicle movement will be advised
either to Customers or the end user.
Driven For You will, unless Customers opts out, wash all end user vehicle before delivery.
The Driven For You driver will offer the end user a controls handover for the vehicle, noting
any end user refusal on the delivery report
Driven For You will progress any additional paperwork required by Customers in liaison with
the relevant driver to ensure Customers receives all paperwork back in the correct timescale.
When vehicles are to be delivered direct to ‘non end users’ Driven For You commits to:
• Provide Customers an update of any changes to the delivery that occur during the vehicle
When delivering on behalf of Customers:
On arrival at the delivery point the Driven For You driver will make himself known and invite the recipient to inspect the vehicle note any additional damage and view the collection report. Customers' vehicle recipient will be requested to sign the vehicle delivery report including details of how the Driven For You driver performed.
When delivering to Customers:
On arrival the Driven For You driver will make himself known. Customers will be asked to inspect the vehicle, note any additional damage and view the collection report.
An authorised person representing Customers' will be requested to sign the vehicle delivery report including details of how the Driven For You driver performed.
In both cases - at this point, responsibility for the vehicle passes fully to Customers or the relevant recipient.
3. Driver Conduct
All Driven For You drivers will conduct themselves in a professional manner.
All will be required to wear Driven For You uniform, unless on a probationary period as a new starter.
No smoking or consuming in vehicles is permitted. All will carry ID cards.
All drivers have mobile phones and the ability to utilise Driven For You’s electronic collection and delivery application (unless on a probationary period as a new starter).
Customer vehicles will not be used for any purpose other than the movement required by Customers.
It is the responsibility of the collecting driver to deliver the same vehicle – Driven For You will not pass vehicles from one driver to another.
Driven For You monitor drivers performance as a continual process - feedback from Customers is always welcome and encouraged. Driven For You’s electronic collection and delivery application facilitates constant feedback by driver.
4. Fuel, Tolls and Expenses
Driven For You will charge any required fuel at cost to Customers for the completion of the vehicle movement.
Fuel costs will be itemised on the movement invoice.
Unless directed otherwise Driven For You will only fuel a vehicle in order that it will arrive at its destination without showing red on the fuel gauge or zero on any electronic monitor.
Driven For You will at the request of Customers manage the fuel level required to be in the vehicle at the point of delivery. Fuel requirements should be noted under specific instructions on the vehicle movement details sent to Driven For You.
Tolls such as Congestion Charges or crossings will be charged only if they are incurred as a result of using most effective route to carry out a movement. Driven For You will endeavour to contact Customers in advance if the route incurs a charge. The cost will be itemised, at cost, on the invoice for the movement.
Other expenses incurred such as fares, accommodation will be agreed in advance and charged as and when they arise.
5. Cancelled and Aborted Movements
A movement that is cancelled or postponed when a driver is on their way to collect on the day agreed or a vehicle that is not available for collection at the agreed time or location after the driver has arrived will attract an abort charge.
The aborted charge will be the same as that originally agreed for the vehicle.
Movements cancelled or postponed before 2:00pm on the day prior to collection will not attract an aborted charge.
Movements cancelled or postponed after 2:00pm on the day prior to collection will attract an aborted charge at the discretion of the Head of Operations who will endeavour to reallocate our driver alternative work.
6. Waiting Time
In the event of a driver arriving to collect a vehicle that is not immediately available for collection then waiting time may be chargeable.
No waiting time will be charged up to the first hour but will be incurred retrospectively at the beginning of the second hour onwards.
Waiting time is charged at 1 hour increments at £20.00 per hour (plus VAT).
After one hour of waiting Driven For You driver will ring the Driven For You office and explain the situation and the expected length of wait.
Driven For You will liaise with Customers and agree that waiting time should be paid or the movement aborted.
Driven For You commits to endeavouring to re-allocate a movement to the relevant driver in order to mitigate abort costs to Customers.
7. Vehicle Breakdowns
In the event of a breakdown Driven For You drivers will contact Driven For You office who will in turn liaise with Customers.
Driven For You have breakdown cover. Using this service will incur a charge to Customers at a minimum of £120 (plus VAT). Additional charges for recovery and or repair will also apply.
Driven For You will assist Customers in moving the vehicle to an appropriate location if required.
Driven For You’s invoice will state:
Driven For You job number
Customer order number (if applicable)
Charge for movement
Fuel costs, if applicable
Any additional expenses such as tolls
Copies of receipts for fuel and other expenses will be made available on request. Payment is to be made within 30 days from date of invoice.
9. Contact Information
Operations (quotations / bookings / special requirements):
T: 01977 808 801 (option 1) - main contact number 8:00am – 6:00pm