• Manned customer service information (Focus Point)
• 24 hour customer service / security & housekeeping staff
• Help Points monitored 24 hours by CCTV control room
• First aiders on hand 24 hours
• Toilet facilities including disabled and baby changing facility
• Newsagents shop, snack vending machines
• Pay phones / phone boxes
• Safe friendly environment to wait for bus services & coaches
• Taxi Drop off and collection point at C1 Stand

We are committed to providing our customers with excellent customer care. Our customer care vision is to:

• Help our customers and exceed their expectations.
• Always put the customers first.
• Aim to get it right first time.
• Listen to all customers views and needs.
• Value customers and staff and treat them with respect.
• Strive for excellence and pro-activeness.
• Set service standards and maintain them.

In order for us to deliver our vision, we have put in place a number of customer care initiatives:

• We are committed to all our staff, and staff receive customer care training as part of their personal development.
• We have published our Customer Care Charter in which we have declared our promises to our customers.
• We have developed a customer comments system whereby all customer feedback is received,acted upon within our stated promises and audited to ensure that we constantly monitor our performance.
• We have provided our customers with a means by which they can tell us if they feel we have not dealt with them properly.

Should you have any cause to complain, comment, or ask for further information about any of the services, facilities or staff at Frenchgate Interchange, you can speak to a member of the management team or complete a customer comments form.

If you have a complaint we will try our best to resolve this immediately, if this is not possible, we will investigate and aim to provide a response within 5 working days

As part of the charter we have identified key areas and standards relating to the following:

ACCESSIBILITY

• The Interchange has been designed to provide full access to all groups.
• We have provided a wheelchair service, vending machines giving snacks and hot and cold drinks.
• Cash point machine inside the Interchange.
• Pay phones
• Taxi drop off and collection at C1 stand.

FACILITIES

• Housekeepers clean the Interchange 24hrs a day and 7 days a week.
• Spillages seen and/or reported are dealt with immediately,with the housekeeper ensuring the area is safe before moving away.
• Toilets and Parent and Child facilities are kept to the highest standards and checked every 25 mins.
• As part of the ongoing commitment to provide a quality service and safe environment, we review the standards on a regular basis. As part of this review we take all the customers comments into consideration and will carry out regular surveys to get the views of the customers.
• Results and any proposed improvements will be clearly advertised to our customers.

CUSTOMER SERVICES

• All staff wear two tone high visibility clothing with their ID number clearly displayed
• Staff will answer the telephone politely giving their name and location.
• We will aim to answer all Telephone calls within 20 seconds.
• There are First Aid Points within the interchange and members of the team are trained to provide first aid.
• All staff will have a high standard of customer care training.
• We provide a manned customer focus point to provide information and assistance.

Links

Contacts

To contact us at the Interchange you can speak to a member of the Management Team or Control Room Duty Manager 7 days a week.

You can call Travelline to leave your comment by calling the number below.

Or write to us at the address below.

Dave Broome - Interchange Facilities Director
Frenchgate Interchange Doncaster
Off Trafford Way
Doncaster
South Yorkshire DN1 1PJ

Interchange Main Number: 01302 761 735
Traveline: 0800 952 0002