We have great pleasure in introducing our Customer Charter for services 65, 66 and 67.

Our vision is to be the number one choice for travel to MIRA Technology Park, in addition to providing a safe, reliable and cost effective means of bus travel to our valued local customers.

To demonstrate our commitment we have produced this Customer Charter, which sets out our pledges to you.  We welcome comments on this Charter, and will regularly review it to ensure it meets our customers’ needs and aspirations, and that it continues to be an accurate reflection of the high level of service we aim to provide.

The information below sets out what you can expect from us to help you get the very best from our services.

We believe that safety is paramount

We aim to ensure you have a safe, comfortable journey on a clean, well-maintained bus. Our services will be driven by professional, dedicated drivers properly trained in customer care and wearing uniform.  We will always endeavour to be helpful, courteous and treat people with respect.

We know that reliability is essential, so we will do our utmost to keep to the timetables we advertise
Sometimes things outside our immediate control, like traffic congestion or road works, might affect your journey. However, we are committed to working with others to try to reduce the impact of these and minimise disruption wherever possible. Where we have to change the service because of roadworks or other factors (such as special events), we will advertise the fact as soon as possible on board our buses, on our website, and on Twitter (assuming we ourselves are given sufficient notice).

We’ve set ourselves a punctuality target

Our goal is to ensure that a minimum 95% of our scheduled journeys operate no more than five minutes late or one minute early, and will use GPS tracking to continually monitor our performance.

We know that timetables and fares information needs to be easily accessible
These can all be found on our user-friendly website (hinckleybus.co.uk), where you can also buy multi-journey tickets for our services.  Timetables will also be published in clear, easy to understand leaflets available from your local library.   We will work with Local Authorities to ensure that accurate information is displayed at each of our principal bus stops, and is available from Traveline on 0871 200 22 33.

We’re adding a touch of luxury to your everyday journey

As well as key requirements of a safe, punctual, well-driven, clean service, we’ve added more comfortable leather seats, complimentary WiFi, and USB power points to charge your phones or tablets.  Whilst we will make every effort to ensure that a liveried bus is provided on these journeys we may occasionally have to operate a replacement vehicle from our modern fleet.

We value your feedback

We greatly value your feedback, and would love to hear what you think about your bus service. So, please do visit our website and use the ‘Contact Us’ link let us know.  If, for any reason at all, you are unsatisfied with the service we’ve given you we offer a no-quibble money back guarantee.

Our money back guarantee

We’re really proud of the service we operate, but sometimes things can go wrong and we might not deliver to our usual high standards.  We promise to genuinely and honestly investigate any complaints we receive, and aim to acknowledge your comments within 3 working days of receipt, providing a full response within 10 working days.  In the event that our investigation requires more than 10 working days we will update you on a regular basis.