Customer Complaints Charter

Hills Coaches work hard to deliver a helpful, friendly, easy-to-use and reliable service for our customers. The Lakeside Group is the largest coach operator in the West Midlands. We are an award-winning company, operating local bus and coach services both locally and nationally. We are proud to work with our local communities across Shropshire, the West Midlands and Cheshire.

However, we know we don't always manage to get it right for our customers. There are occasions when things go wrong, and when this happens, we have a dedicated office team available to provide support. We want to be the best and are always looking for better ways to do things, so all customer feedback is important to us and we value you taking the time to contact us.

This charter sets out our commitment to you if you need to complain, what you can do to help us, and what you can expect from us.

Definition of a Complaint

Any expression of dissatisfaction, however made, by a customer or potential customer about a service provided by The Lakeside Group.

We Promise To:

• Provide a customer-focused service which aims to resolve your complaint when you first contact us. We try hard to make sure you only need to contact us once for a full and satisfactory resolution.
• Respond to all customer enquiries within 48 hours and provide a resolution, where required, within approximately 7 days, depending on the complexity of the matter.
• Be helpful, polite and treat you with respect.
• Carry out surveys to gather your feedback, which we will use to improve our processes and service standards.
• Protect your personal information.

You Can Help Us By:

• Giving us the information we need to help you.
• Keeping any tickets or associated receipts for your journey.
• Being polite to our staff.
• Understanding that we can't always share the details of our internal investigations.

How to Contact Us

Our office team are on hand to answer your questions, provide information that is important to your journey and help resolve any problems.

You can contact us in the following ways:

We will acknowledge your complaint within 48 hours so that you know we have received it. We will aim to provide a full response within approximately 7 days, depending on the complexity of the investigation.

By Phone or Email

Our office team can be contacted on 01902 753770 or by email at enquirydesk@hillscoaches.co.uk.

Customers can contact us by phone between 9am and 5pm, Monday to Friday.

Customer Feedback Cards

Customer feedback cards are available on every vehicle and include QR codes that can be scanned to submit your feedback. Please see below.

Customer Complaints Charter for the Lakeside Group of Companies

Includes Lakeside Coaches Ltd, AT Brown Coaches Ltd, Lakeside Coaches trading as Merediths Coaches, and Hills Coaches.

Version 1 | 15.12.2025