Letters of Complaint

[Karla]

Mr B,
I am the Licence Enforcement Officer for the City of York Council and part of my duties are to investigate all complaints received regarding hackney and private hire drivers and operators licensed to this authority.

I am in receipt of your written complaint regarding a private hire driver on Wednesday 10th February on Nunnery Lane. Thank you for bringing it to my attention. It is only by receiving reports such as this that we can maintain and improve our standards. Considering the number of journeys that our licensed vehicles make each day we do get very few compliants.

I have traced the driver involved and have made an appointment to speak to him regarding the incident. I have tried to contact the female passenger but as yet had no luck.
Once I have spoken to the driver and heard his version of the incident I will take the necessary course of action. This could range from verbal or written warning which will be considered at any future yearly licence renewals or even suspension for a period of time.

As from April 1st this year we  are introducing a Driver Standards Agency test for all new applicants which is similar to the driving test that you or I would take. I will also be able to use this test for current licensed drivers in similar cases to this one to see if they are suitable drivers. This is a new initiative across the country and should improve the standards of our drivers.

Once my investigation is complete I will let you know what the result is. Unfortunately I have no say in what action if any, Local Cars will take over the complaint.

I will be in touch soon and again thank you for bringing this to my attention.

A.Person
Licensing Enforcement Officer
City of York Council

So we wait and see.  Talk of a DSA retest sounds promising, at least in the general case.  I'm still not hopeful about this one, although it's promising that he's apparently made an effort to find the passenger.

[Domestique]

Once again a big thank you for this thread. I have been involved with a close encounter with a bus on Saturday and have used some of the letters here for material.
Sent to Arriva shires and essex head office. I have complained to this bus company before, approx 4 years ago, last time I sent a letter to the depot manager as well. This time I have left with the complaints department.

27th March 2010

Dear Sir / Madam,

I would like to complain most strongly about the driving standard of the person in charge of the Arriva bus number 7, registration number N*** TPK, who was driving along Southend Road heading towards Southend, in Rochford this morning at approximately 10.15 a.m.

I was riding responsibly, about a metre from the kerb at approximately 15-18mph. Your driver chose to overtake me in a dangerous manner, whilst traffic was coming in the opposite direction and there simply was not sufficient space for safe overtaking. The bus initially passed me with enough room but then quickly moved towards the kerb and so close to me that I was forced into the kerb to an emergency stop. The bus passed me with inch’s to spare.

I was astonished to see, once the bus had passed me another bus, clearly visible, travelling on the opposite carriage way. I rode after the bus to try to talk to the driver at the bus stop outside the Anne Boleyn public house to ask if she realised how close she had passed me. Instead I was ushered away with a gesticulating hand gesture, in my opinion a ‘couldn’t care less attitude’.

The Highway Code is quite specific regarding the space to give vulnerable road users, I quote-
“Give motorcyclists, cyclists and horse riders at least as much room as you would when overtaking a car (see Rules 211-215)”

This was quite clearly not the case in this instance. Not only did your driver fail to give adequate space in passing me, but also failed to read the traffic heading in the opposite direction before making the overtaking manoeuvre. Maybe I could forgive not seeing a car, but to not spot a bus coming towards me, that is another thing entirely.

I do not know what sort of appraisal or monitoring system you have in place to ensure the standard of your drivers, but in this instance is not working. The driver in Rochford this morning was a menace, and if she continues to drive in the manner that I experienced, it is only a matter of time before she causes a death or serious injury.

I look forward to your response.

Yours faithfully,

[Karla]

Today I received this

Mr Bunbury,
With reference to your taxi complaint. First of all can I apologise for not contacting you sooner but I have been on leave and I should have updated you before I left. The driver in question has been spoken to by the Licensing Manager and has apologised for his actions. He did admit that he shouted at you regarding the cycle lane but also stated that the lane did have snow/slush in it which is possibly why you weren't using it. He vehemently denies swerving on purpose towards you but has been advised regarding the overtaking of cyclists etc and general driving maniouvres. He did say that his foot slipped off the brake which caused the vehicle to lurch forward as it is an automatic. He again denies doing this on purpose but he did say to my manager that he was shocked when you spoke at the window. I have tried to contact the female passenger but she has not replied to my messages.

Unfortunately when this driver applied for a licence we did not carry out checks on driving skills, like other authorities we had to accept a driving licence from whatever country they came from as proof of driving. They also had to pass a written test on our conditions and highway code etc. As I said in my last mail we now carry out a driving test on all new applicants and this driver will be considered for such a test after I have been out with him on a journey round town. ( I am a retired advanced police class 1 driver)

Finally the driver has had a written warning placed on his record which will be considered at any future licence renewal. Again thank you for bringing this to our attention and please accept my apologies for not contacting you sooner.

Licensing Enforcement Officer
York City Council

I'm very pleased.  The driver has invented excuses for himself, but that will really have put the shits up him. 

[Jacomus]

Today I received this

Mr Bunbury,
With reference to your taxi complaint. First of all can I apologise for not contacting you sooner but I have been on leave and I should have updated you before I left. The driver in question has been spoken to by the Licensing Manager and has apologised for his actions. He did admit that he shouted at you regarding the cycle lane but also stated that the lane did have snow/slush in it which is possibly why you weren't using it. He vehemently denies swerving on purpose towards you but has been advised regarding the overtaking of cyclists etc and general driving maniouvres. He did say that his foot slipped off the brake which caused the vehicle to lurch forward as it is an automatic. He again denies doing this on purpose but he did say to my manager that he was shocked when you spoke at the window. I have tried to contact the female passenger but she has not replied to my messages.

Unfortunately when this driver applied for a licence we did not carry out checks on driving skills, like other authorities we had to accept a driving licence from whatever country they came from as proof of driving. They also had to pass a written test on our conditions and highway code etc. As I said in my last mail we now carry out a driving test on all new applicants and this driver will be considered for such a test after I have been out with him on a journey round town. ( I am a retired advanced police class 1 driver)

Finally the driver has had a written warning placed on his record which will be considered at any future licence renewal. Again thank you for bringing this to our attention and please accept my apologies for not contacting you sooner.

Licensing Enforcement Officer
York City Council

I'm very pleased.  The driver has invented excuses for himself, but that will really have put the shits up him. 

Good result, but the bit in bold shits me up.

[jogler]

^^^^^
I had similar thoughts/reservations

[disrail]

It is worrying. At the end of the day though, it wasn't the driver training or lack of that they received abroad that contributed to this. A UK national with a UK license could easily have done this too. The coucil workers comment came across a bit xenophobic perhaps....

But yes, very worrying that people who have had no aquaintance with the highway code are working professionally on the road and good to see that councils have employees that care about driving standards.

[mrcharly-YHT]

But yes, very worrying that people who have had no aquaintance with the highway code are working professionally on the road and good to see that councils have employees that care about driving standards.

Not true, they have to take a written test. Says so in the letter.

[Karla]

This driver's main problem was his complete inability to control his massive aggression.  He may be more suited to a job as a high risk special forces soldier, or maybe as an example bully for teaching kids how not to behave, than a job on the roads. 

[Tigerrr]

You can get a driving licence in Venezuela by paying a bloke to go and get it for you, without taking any test at all. That's what all the people who can afford to do. The licence is valid for use here.

[Speshact]

I find that Royal Mail drivers are amongst the most aggressive on the road - which probably is exacerbated by the lack of a quick way to report bad driving to them on their website. You can complain about their website content though, so the following has just gone in.

"Your complaints process doesn't include an option for reporting bad driving by Royal Mail drivers. Royal Mail is one of the largest commercial users of our roads, with drivers challenged to meet delivery deadlines. This can lead to inconsiderate use of the roads and it should be easy to draw your attention to this, ideally with a complaints procedure that allows images/video clips to be attached. Please let me know whether you will be implementing such a system and by when. If you will not be, please let me know the grounds that you consider this unimportant."

[disrail]

Seems strange that that should be the case, being one of the only national companies to still use pushbikes.

I guess the van drivers have very little connection with the pedal posties....

[Zipperhead]

Emailed to McGrath Group this morning:

Dear Sir or Madam,

I am writing to you with respect to one of your vehicles, registration C16MCG which endangered me this morning.

As I entered Parliament Square this morning at 9:30am, I came up to the traffic lights where Victoria Street enters and stopped in the middle lane ready to continue round Parliament Square.

After I had stopped, your vehicle came up in the right hand lane and also stopped. Note that I was stationary at the traffic lights in the centre of the lane before your vehicle approached the traffic lights. Being 6' 4" tall and dressed in contrasting black, yellow and red I believe that I am clearly visible.

When the traffic lights changed I accelerated away, remaining in the middle of the lane. Your vehicle also pulled away and immediately started to change lanes (from the right hand to the middle lane).

As the traffic lights are on a sharp right hand corner, that alone would be dangerous turning the corner would mean that the driver would not be able to see any traffic in the lane to the left of him in his mirrors.

By now I was travelling at approximately 20mph, so not holding up any traffic and ahead of your vehicle. Your vehicle continued moving into the lane that I was in and drove towards me. I shouted a warning at the driver and when the front nearside corner of the vehicle was between 3 and 6 inches from my shoulder put out my arm as a reaction to protect myself. At that point the driver backed off and stayed safely out of the way.

As the driver had come up behind me on Parliament Square and I was stationary and wearing bright contrasting colours, then either he was unable to see me, which would mean that his eyesight is dangerously defective and he should not be driving a vehicle on the public highway, or he saw me and his action was an attempt to bully me to move out of the way.

I note the following from your website:

"As a specialist waste management and recycling company we are committed more than most to conducting our business in a manner that protects the quality of the environment, safeguards the health and safety of our employees and the public and continue to develop its recycling services to our Customers. "

I do not consider that deliberately driving a large vehicle into a member of the public is safeguarding their health.

I wait for you to contact me and tell me what action you are taking about this incident.

Regards


UPDATE
A reply received very promptly:

Please be aware that I have forwarded your email onto our Transport Director ‘XXXX XXXXXX’ who will carry out a full investigation on the below.

We take allegations very seriously and will be in touch as soon as it has been investigated.

Regards

YYYYYYY YYYYY
PA to Business Director

[Mrs Pingu]

This morning,Weds 23rd June 2010, at around 0805H I was travelling by cycle in Aberdeen along Woodside Road to the junction with Denmore Road, intending to turn left into Denmore Road
see map: http://maps.google.co.uk/maps/ms?ie=UTF8&hl=en&msa=0&msid=109168215630742238084.000489afc09f03665b910&ll=57.19003,-2.093539&spn=0.008453,0.01929&z=16&iwloc=000489afc87b73aab50d8

when a John Lewis delivery lorry, registration xxxx xxx overtook me. As I had not yet begun to indicate left, the driver could have had no idea of whether I planned to continue straight ahead at this junction or turn left - neither of which would have made the actions of your driver any more acceptable as there was not sufficient time to safely complete the overtake before we reached the junction.
Your driver overtook me as we both approached the junction, then began to cut in front of me and at the last minute obviously realised that I was not a stationary object and that in fact I was going to reach the junction before he could safely complete his overtaking manoeuvre and then turn left in front of me. In effect he cut me up and then was about to turn left around me - he could not have known that I was not intending to go straight ahead at this junction which made his manoeuvre all the more careless.
As we both reached the junction he did eventually appear to realise that he was still on my outside and that we were going to come into conflict turning left round the corner, however by this time I had already anticipated that he was not going to complete his overtake before reaching the junction, and not having any particular wish to be crushed to death this morning I had already started to brake and so he continued round the corner ahead of me.
To make myself clear, I have no problem with being overtaken by other road users, as long as it is done in a safe and considerate manner.

While I appreciate that your drivers will have a schedule which they are under pressure to keep to, it is really not worth getting there those extra few seconds earlier if it could result in the death or serious injury of another road user. I see from your website that you have a program of continuous improvement for your delivery drivers and that you encourage your drivers to join RoSPA.

I would appreciate it if you could have a discussion with the driver involved and instigate any further awareness training if necessary.

[Mrs Pingu]

Dear Mrs Pingu,
 
Thank you for contacting John Lewis.
 
I have intercepted correspondance between yourself and my colleague Therese, who has left the office for today.I apologise for what must have been a frightening experience for you this morning and hope you are feeling better.
 
Please let me assure you that your comments have been forwarded to the Despatch Department and will be dealt with. I also appreciate the degree of accuracy and detail which you have included which will assist us in resolving this.
 
Please feel free to contact us should you require any further assistance.

[fruitcake]

I guess the van drivers have very little connection with the pedal posties....

Actually they do.  Royal Mail van drivers will have all been walk delivery posties (the cycle users) first.  They all share a delivery office and interact daily, usually the van drivers will give out the recorded items while the mail is being walk sorted.  At least that's the way things worked ten years ago.

[Gandalf]

Just had this response from Carshalton Boilers. I emailed regarding one of their drivers blatantly using a hand held mobile whilst one handedly negotiating a width restriction.

Thank you for your email in regards to one of my staff members driving whilst using a mobile phone. I can assure you that I will be sending out a letter to all members of staff that drive one of our vehicles to remind them about using a mobile phone whilst driving, I have spoken with my CEO and we will be bringing in a fine for any of my staff that receive a complaint either for using a mobile phone or any issues with their driving.

All our engineers have been given either a wired or Bluetooth earpiece for use with the company mobile so I can only think that this mobile phone was a personal mobile phone being used.
Thank you for the offer of the video, this will not be necessary as all our vehicles are fitted with a tracking device and should be easy to track which van was in the area at the time given.

We take complaint very seriously especially when driving a vehicle as this can cause serious accidents.

If there is anything else I can help you with please do not hesitate to contact me.

Kind regards


XXXX XXXXXX
Managing Director
Carshalton Boiler Services Ltd

[clarion]

That sounds like a good result.  Well done.

[Eccentrica Gallumbits]

To Edinburgh Furniture Initiative

Dear Sir or Madam
 
I wish to make a formal complaint about the behaviour of one of your lorry drivers. At about 2.45pm today I was cycling on McDonald Road, towards Leith Walk. McDonald Road is badly laid out, with chicanes and give-ways along the north end of the road. I was quite far to the right in the lane as I needed to be to get through the chicane. Rather than wait behind me, the lorry overtook me too closely, which was a spectacularly stupid thing to do as he then realised he was approaching the give-way and he had to move back left to allow the oncoming traffic through. He missed me by less than six inches, and he only missed me because I did an emergency stop. If I had been half a second later in reacting, I'd be dead. His driving was so awful that if I'd had the chance to get his numberplate, I'd have dialled 999.
 
The driver needs to be reminded about rule 167 of the Highway Code which states
 
167
DO NOT overtake where you might come into conflict with other road users. For example

approaching or at a road junction on either side of the road
where the road narrows when approaching a school crossing patrol
between the kerb and a bus or tram when it is at a stop
where traffic is queuing at junctions or road works
when you would force another road user to swerve or slow down
at a level crossing
when a road user is indicating right, even if you believe the signal should have been cancelled. Do not take a risk; wait for the signal to be cancelled
stay behind if you are following a cyclist approaching a roundabout or junction, and you intend to turn left
when a tram is standing at a kerbside tram stop and there is no clearly marked passing lane for other traffic
 

I am appalled that any professional driver would behave in such a way. His driving was reckless, thoughtless, inconsiderate, stupid and dangerous and it left me very shaken. I trust that you will identify the driver and take appropriate action
 
Yours
 

[Eccentrica Gallumbits]

^^^ response

Dear Kirsten

Thank you for taking the time to report your near accident due to erratic driving of one of our vans.  I am disappointed that this has happened and apologise for what must have been quite a terrifying experience.

We had a “hired” driver on one of our vehicles yesterday and it appears that this was in fact the vehicle that was involved.  I can assure you that I will speak to him when he returns today and bring home to him the seriousness of what has happened and how much more serious it could have been. This standard of driving is certainly not acceptable here and again thank you for bringing the matter to my attention.


With my sincere apologies.
 

Yours truly,

Kevin

[Ariadne]

Wow, hurray for them. And you.

[Eccentrica Gallumbits]

Dear Sir or Madam

As a cyclist in Edinburgh, I have to say that on the whole Lothian Bus drivers are excellent. They're generally careful, thoughtful and considerate in their driving. However, today I came across one of the very few exceptions. Unfortunately I didn't get the numberplate, but it was a 14 heading up the Bridges towards Clerk Street. At about 11.45am I was heading south up the Bridges and stopped at the junction with Chambers Street/Infirmary Street. The 14 was behind me. When the lights turned green I set off, and was planning to keep quite wide right because there are two huge holes/sunken drains in the road which I wanted to avoid. Unfortunately the driver of the 14 had other ideas and passed me so closely and so fast I had to swerve out of his way to keep myself safe, narrowly missing the hole I'd been trying to avoid.

I realise that driving the methadone express is probably the worst bus job in the city and the driver was probably distracted by god knows what going on on the bus, but I'd appreciate it if he could be identified and reminded that he should give cyclists at least as much room as he would give a car, not pass so closely they have to swerve.


Thank you for your assistance - and like I say, most Lothian Bus drivers are great

Kirst

[Gandalf]

Dear Sir or Madam,

I apologise in advance if I have not mangaged to locate the correct route for contacting you.  I find your website utterly confusing.

 I wish to complain about one of your DHL delivery drivers.  As I work near to your depot in Cox Lane, Chessington, Surrey,  I regularly witness some appalling ddriving from your employees.  As a vulnerable road user (cyclist) I am often intimidated by dangerous overtakes, speeding and aggressive and thuggish driving.

 One of their favourite stunts is to exit the depot at speed witout stopping or brake sharply at the last moment,  so that the front of the vehicle completely blocks the cycle lane.  I haven't complained before as I'm sure that without evidence my complaint would have been dismissed.  I now have the evidence. Please copy and paste the following link into a web browser and view the video clip on Youtube.

<a href="http://www.youtube.com/v/lMbmOiHJYY0&rel=1" target="_blank">http://www.youtube.com/v/lMbmOiHJYY0&rel=1</a>

Alternatively, simply log onto Youtube and do a search for ' DHL driver in a hurry'.

The incident occurred very close to your Cox Lane, Chessington, depot.  As far as I can ascertain by reviewing and pausing the video the registration mark of the van is BN58LYC.  Are your drivers encouraged to overtake cyclist by passing on the wrong side of Traffic Islands and Mini Roundabouts, or to speed dangerously down residential side roads?

I have used DHL many times in the past to ship eBay items, but I'm now having second thoughts.  No parcel is so important or urgent  to justify such reckless driving.  I await your comments with interest. This driver is, in my opinion, a menace and should not be on the roads.

Dear Mr XXXXX
 
Thank you for your email.
 
Parcelpoint Ltd has a high standard of health and safety practices across our business and adherence is strictly managed.  Road safety is naturally of paramount importance to us and I am concerned to hear of the circumstances surrounding the incident that you witnessed.

I have escalated this incident to our Chessington ops manager. He has offered his sincere apologies and assured me that he will speak with all of his couriers, to re-iterate the importance of drivingsafely at all times, in particular when leaving and returning to the depot.
 
All of our employees are required at all times to obey the Highway Code and to be polite and courteous to other road users. Our expectations are continually made aware to all employees and we take any road safety incidents extremely seriously.
 
Kind Regards
 
XXXXXX XXXXX
Parcelpoint Ltd
Customer Relations

[Wendy]

That's awesome work, well done!!

[Charlotte]

Sir

I was waiting at the junction of Melville Avenue and Whitton Avenue West this morning at approximately 0815 and observed the driver of your vehicle NC55 AXK using a hand held mobile device as he drove in a westerly direction towards the junction with the Greenford Road in Sudbury Hill.

I caught this vehicle up at the lights and noticed that although the driver was wearing a hands-free headset, he did not appear to be using it at the time.  It was then that I took the opportunity to make a note of his registration number.

You are no doubt aware that using a hand-held mobile phone whilst operating a motor vehicle is illegal – even if a call is not actually in progress; you might like to let him know this.  Making use of a mobile phone whilst driving an unmarked private car is stupid, using one whilst driving one of your colourfully marked vehicles advertising your company's name and telephone number is not only against the law, it does very little for your reputation as a safe and reliable logistics contractor.

Yours faithfully

Charlotte Barnes

[Julian]

I realise that driving the methadone express is probably the worst bus job in the city

Comedy gold, Kirst.