Over-charging or Short-changing Policy

1.3 Over-charging or Short-changing Policy

Section A

Over-charging is the number one reason we lose customers. Sometimes customers will not complain they will just stop using the company.

What Can Happen

1. Customer given less change is the same as over-charging.
2. Customer has a text saying one price and your PDA another price
3. Customer is being awkward and trying to avoid paying
4. Customer wants to collect money from house
5. Customer expects no charge for stopping “on the way”

Section B

What Not To Do

1. “Sting” customer because they kept you waiting
2. Make up the price because you didn’t base
3. Say you have no change, in this case you must charge customer less
4. Refuse to give customer their change
5. Charge a different price to the PDA
6. Any other charge or action not sanctioned by the base

Section C

What We Will Do

We will conduct a transparent investigation:

1. Listen to your side of story
2. Ensure it was not the company’s fault
3. Assess your level of remorse
4. Check your past record
5. Take action against passenger by Blacklisting (If Necessary)

Section D

The Sanctions

A Fine of double what was charged e.g. Quoted £10 Driver Charged £12 Fine = £24

The maximum fine for overcharge will be £50

1. Warning
2. Final Warning
3. Dismissal

Anything considered Gross Misconduct could result in Summary Dismissal, in such circumstances we reserve the right to use Section D Item 3 in its own right.