1. How to complain
Please contact us as soon as possible by email at enquiries@golden-ats.com. Tell us your name and contact details, the journey date, what happened and what outcome you are seeking.
2. Recording complaints
We keep a record of complaints, contact information, the complaint details and actions taken. Complaint records are generally retained for 12 months in line with operator licensing conditions.
3. Serious or safeguarding matters
Where a complaint or incident raises a safeguarding concern or another matter that must be reported under licensing conditions, we will refer it to the appropriate authority as required. If anyone is in immediate danger, call 999.
4. Our response
We aim to acknowledge complaints promptly, investigate the available information fairly and tell you the outcome or next steps. Complex cases may require additional time or referral to the licensing authority.