15 August 2015
Dear Mrs B
Thanks for your call of 10 August about a bus driver on route 8. I’m sorry for any distress that a driver caused you at C Road. and I hope you’re alright after what happened.
The safety of our customers and road users is our highest priority. Poor driving or driving without due care is simply unacceptable.
I’ve brought your complaint to the attention of Metro the bus operating company that runs the route for us. With the information you’ve provided, the driver will be identified.When a complaint like this is made, a manager will call the driver in for an interview and the CCTV footage will be viewed to support your complaint. After this, based on the findings, appropriate action will be taken.The route operators have a range of disciplinary measures which can be taken, depending on the incident and the individual’s disciplinary record.We continue to monitor driving performance, to ensure that high standards are maintained. Every month we carry out over 600 Driver Quality Monitoring surveys. This provides us with technical assessments of their driving skills. Drivers are assessed on acceleration and braking, as well as the use of mirrors, doors and road positioning.We also work closely with London police forces, local authorities and other relevant organisations, to make our city’s roads safer for everyone. Bus drivers are highly trained by the operator which employs them, to run their vehicle safely and competently at all times.
Once again, I’m very sorry for what happened and understand this must have been deeply upsetting for you. It’s really important for us to meet and exceed our customers’ expectations. This means your feedback will help us improve our services.
How my heart sings 