Customer Care Policy

For Educational and Social Care Transport Services

24×7 is committed to delivering excellent customer service.
We have a straightforward approach to customer care, which is that we treat our customers as we would like to be treated ourselves.
As a service provider on behalf of local authorities/councils, we define ‘customers’ as:

Enquiries/Complaints/Lost property

If you think that an item has been mislaid in the vehicle, please enquire with the driver on your next journey in the first instance. If this is not appropriate, or if you prefer or wish to, please contact us on 01279 661 661.

For all other enquiries or complaints, please contact us on 01279 661 661.

Our Commitment to You

We will be polite, courteous, and will do our utmost to assist you effectively and without undue delay.

Your Commitment to Us

You will provide us the information we need in order to help you, and you will treat our staff fairly and with respect.


Contact by Telephone

We will:

Contact in Writing

We will:

Contact by Email and SMS (Text Messaging)

We will:

What We Ask of You

Our colleagues – as do you – have the right to be treated with respect and dignity.

They must not be me met with with rudeness, abuse, or threatening behaviour. If such behaviour is encountered and persists, our staff may not continue to assist you. Should this arise in a vehicle, the matter will be reported to the relevant authority for further investigation.

24×7 will take appropriate action in respect of any individuals who are abusive to staff, including – if the abuse is from a passenger – making a recommendation to the relevant council that travel entitlement be withdrawn.

Contact Times

Opening Hours

Monday to Friday between 09:00 to 17:00


A messaging service and/or a divert option will be in place. Messages via telephone, email, and SMS (text) will be monitored from 06:00 to before 09:00 and after 17:00 until 22:00.


Drivers and/or escorts will normally provide their direct mobile numbers to parent and carers so that any day-to-day transport requirements can be immediately addresses.