Customer Care Policy

How to make a complaint to Hallmark Connections...

Our aim is to provide you with the best service possible on Hotel Hoppa, but if you have experienced any problems let us know and we will try to make it better.

How to make a complaint.

If you do need to contact us regarding a complaint about our services, please complete the Send us a Message Form on our website. Alternatively, please email us directly on:

Please provide as much information as you can about your complaint such as the event that happened, the time and location where this happened, the bus service you were on and any other information that could assist us in investigating your complaint further.

What will happen with your complaint.

Our Customer Services team will send you a response to let you know your complaint has been logged and will give you a reference number. Should you wish to contact us further regarding your complaint please quote this number in your communication.

Your complaint will be investigated by Customer Services and the local depot management. If your complaint is concerning an individual member of staff, that employee will not be passed any of your personal details. Only Customer Services and the Manager will see this information. Once the investigation is completed Customer Services will reply to you with the outcome. A full investigation can take some time to complete, but we always aim to respond back to you within 28 days.

Social Media

We like to hear from our customers through social media and we try to answer as many comments as possible on Twitter feed. However it can be difficult to establish all the information required to investigate problems accurately. Therefore if you have a formal complaint, we recommend you follow above the complaints procedure.

Please note our social media pages are manned only during normal office hours, comments left during evenings and weekends will be answered as soon as a member of staff is available to do so.

Suggestions, Compliments and other comments

Whilst most customers may only feel it is necessary to contact us when something has gone wrong, we also like to hear from you at other times! If you have any other comments about our services, suggestions you would like us to consider or if you would like to tell us some nice things about your journey we would love to hear from you too!

Contact Details

If you are unable to contact us by email you can get in touch with us using the details below:

Hotel Hoppa @
Hallmark Connections Limited
Coach Travel Centre,
Bedfont Road,
TW19 7LZ

Hotel Hoppa / Hallmark Connections Customer Services.
Complaints Procedure. Valid from 14/09/20.