Customer Care Policy

Our Commitment to Service Excellence

At Zova Transport, we place the highest value on trust, professionalism and respect in every journey we provide. Whether we’re transporting children, young people or adults with additional needs across Norfolk, our aim is to deliver a service that both passengers and their families can rely on and feel proud of.

Who Our Policy Covers

This policy applies to all our customers, including:

  • Local authorities, schools and social care providers with whom we hold contracts

  • The students, young people and adults we transport

  • Parents, carers and guardians of our passengers

  • Our own employees and contracted staff

Our Promise to You

We will:

  • Treat every customer with courtesy, dignity and respect

  • Aim to address enquiries and concerns in a timely and effective manner

  • Maintain consistent, professional standards across all aspects of our service

  • Ensure clear and open communication with passengers, parents, carers and schools

What We Ask From You

To help us deliver the best possible service, we request that customers:

  • Provide accurate and relevant information when required

  • Treat our staff and other passengers with respect and kindness

  • Follow guidelines and instructions given by our staff for safe travel

Our Customer Care Standards

By telephone: We aim to answer calls promptly and resolve or forward any query to the appropriate person quickly.
In writing (email/letter): We strive to acknowledge your enquiry within one working day and provide a full response as soon as possible.
Via SMS or message portal: We will respond to messages within 24 hours (on weekdays).

Lost Property, Enquiries & Complaints

Should you need to raise an enquiry, report lost property or lodge a complaint:

  • Contact our operations team by phone or email.

  • Provide relevant details so we can locate the vehicle/route and assist you efficiently.

  • We will record all such reports and keep you updated on the progress of any investigation or resolution.

  • In the case of lost property, we make every effort to reunite items with their owner note that any valuable items are carried at the owner’s risk unless otherwise agreed.

Changes to Staffing or Routes

In operational circumstances, there may be changes to driver/assistant assignments or route timings.

  • We endeavour to keep staff consistent to build familiarity and trust.

  • When changes are necessary, we will inform parents/carers and schools beforehand wherever practicable.

  • Relief staff will be introduced under the supervision of the regular team in a familiar setting.

Training, Safeguarding & Safety

Our staff are selected, trained and supported to meet our high standards:

  • Enhanced background checks (DBS) for all drivers and assistants

  • Training in first aid, safeguarding, SEND awareness, defensive driving and more

  • Vehicles maintained and inspected regularly to meet the highest safety standards

  • Our safeguarding policy guides how we respond to illness, support needs and emergency situations during travel

Continuous Improvement

We are committed to ongoing review and improvement of our services. Through feedback, audits and collaboration with schools and families, we adapt our policy and practice to better meet your expectations.

If you have any questions about this policy or would like to make a comment or complaint, please contact us at:

Phone: 01603 381 372
Email: Info@zovatransport.co.uk

Thank you for choosing Zova Transport we look forward to serving your journey with care and professionalism.