About Carousel Buses
We are an independent company operating services in and around High Wycombe in Buckinghamshire.
We pride ourselves in running a safe, reliable, affordable and customer focused service.
We operate a modern fleet of vehicles, use lower emission diesel, and only employ drivers of the highest standard most of whom have had several years of experience.
All of our drivers who work on our school services have also passed stringent checks with the Criminal Records Bureau.
Lost Property
We will ensure that all items of lost property will be kept safe and secure and in a place which is available for easy retrieval.
We will ensure that we keep an accurate record of all lost and found items, which include,
1. A written record of the lost item
2. Where it was found, the date and time
3. Where it was handed in
4. A description of the item including its condition
5. The name and contact details of the finder, if given
6.We will liase with the Police Authorities if the item raises suspicion and allow inspection by such Authorities upon demand
7. We will retain and dispose of lost property to meet all legal requirements
8. We will make a charge to the rightful owner for the retrieval and return of lost property items which will not exceed £2.00, regardless of the value of the found item(s)
9. If the contact details of the rightful owner can be identified we aim to make contact with in 48 hours
We will ensure that all of our customers are presented with a logical information trail to enable them to locate and retrieve property as easily as possible.
We will ensure that we meet the minimum requirements of the current legislation and codes of practice which directly relate to the storage and disposal of lost property.
Lost property is held at our main administration offices. See the Contact page for details.
Our lost property department operates strictly between the hours of 09:00-13:00, Monday to Friday (excluding Bank Holidays). We do not accept personal callers without prior arrangement.
Items that have not been claimed within three months of being found will be registered as "abandoned". These items may be sold or disposed of and the proceeds retained by the finder, or Carousel Buses Limited.
Perishable items such as food, will not be kept beyond the time when it is clear they have deteriorated sufficiently to no longer warrant being held, or they become a danger to Health & Safety. Our lost property records will be updated to reflect any actions we may take.
We will give every possible assistance to our customers in order to help them identify and retrieve their lost property.
We will not return any property that we believe is a security or other associated risk. Such items will be notified to the Police Authorities and removed from our premises.
Customers wishing to retrieve their lost property items in person must have with them appropriate documentation such as a driving licence or passport, to identify themselves as the lawful recipient of the item. We accept only accept cash for the retrieval or transportation charges. A receipt will be issued in all instances.
Your Safety in our Hands
As part of our commitment to provide our passengers with safe and informative drivers, we subject all of our staff to rigorous checks to ensure that up to the minute training and safety is provided.
All of our drivers are subject to Criminal Conviction checking. The checks ensure that the drivers we employ comply with Criminal record vetting procedures and are cleared for working with children or vulnerable adults. Each driver carries an identity tag issued by the Criminal Records Bureau and Buckinghamshire County Council which is available at any time for inspection by our passengers and other officials.
In addition our drivers are to be engaged on to a full customer service courses throughout 2006/2007 and safer driving courses with a third party Company soon to be announced.
As you may of noticed more and more of our vehicles are being equipped with constant live feed CCTV. This has been installed for your safety. We are able to monitor the saloons of our vehicles to eliminate anti social or criminal behaviour.
Making a Complaint
Rest assured that our commitment to our passengers has never been higher and we always appreciate the feedback we receive, be it good or bad. Things do occasionally go wrong and we need your help by contacting us to let us know when this has happened.
If your complaint can be dealt with "on the spot" then Carousel Staff will try to deal with it in that way. If this is not possible than please email us at martin@carouselbuses.com or alternatively write to us at:
Carousel Buses Limited
Desborough Service Road
High Wycombe
Buckinghamshire
HP11 2PB
Your Complaint will be investigated thoroughly and fairly. You should receive an acknowledgement within 3 working days and a full response within 10 working days. If the matter is complicated we may need a little longer to fully investigate any facts or evidence that comes to light.
If you are not happy and wish your complaint to be re-investigated at a more senior level, let us know. Your complaint will not have to be resubmitted.
We do wherever possible try to put things right. We do not compensate our passengers for late or lost services which have resulted in events beyond our control. A breakdown or poor traffic conditions for example is not something we can avoid and not open to compensation for late or lost appointments etc.
If your complaint is regarding a member of staff, then this needs to be put into writing in order for us to deal with your concerns quickly and efficiently. We believe that we as a Company should be providing the best possible customer service to our passengers. If we are failing in any shape or form, we need to know.
Naturally we would like to hear from you if you have a compliment about a member of staff or a service that we provide.