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IAM RoadSmart Complaints Policy and Process

Introduction

IAM RoadSmart welcomes and encourages feedback of all kinds from our customers and stakeholders. If you have a complaint about our products or services, not only do we want to resolve it to your satisfaction, but we also want to learn from it to continuously improve our business and customer experience in the future.

Complaints Policy

Policy aims

It is our policy to resolve complaints quickly and fairly, where possible without recourse to formal investigations. In particular, the aims of this Complaints Policy are:

  • To ensure that all complaints are handled equally and in a fair and timely fashion.
  • Complainants are listened to and treated with courtesy, empathy, and fairness.
  • Complainants are kept informed of the progress and outcome of investigations into their complaint.
  • Apologies are given where appropriate.
  • Action to rectify the cause of the complaint is identified, implemented, and evaluated.
  • We learn from complaints to continually improve products and services.
  • Complaints handling complies with confidentiality and data protection policies.
  • To ensure that everyone working for IAM RoadSmart knows how to handle complaints made by our customers.
 

What this Complaints Policy covers

Complaints may relate to any of our activities and may include (but not be limited to):

  • The quality of customer service you have received from IAM RoadSmart.
  • The behaviour and/or professional competence of our employees, Groups, Examiners and Trainers.


What is not covered by our Complaints Policy

The following are not considered to be complaints:

  • Failure to pass a test or assessment related to an IAM RoadSmart product cannot form the basis of a complaint against an IAM RoadSmart Assessor.
  • Matters that have already been fully investigated through this Complaints Procedure.
  • A complaint on behalf of someone else.
  • Anonymous complaints.
  • A complaint regarding a rejection of a refund request.
  • Subject Access Requests and Data Protection queries.

Complaints Process

Making a complaint

IAM RoadSmart is committed to providing customers with the best possible products and services but recognises sometimes things go wrong. Therefore, we proactively provide you with the opportunity to share your feedback in writing via our Contact page: https://www.iamroadsmart.com/contact


If you contact us by phone, the IAM RoadSmart employee will ask you to submit the complaint in writing via our Contact page https://www.iamroadsmart.com/contact so your complaint can be logged and allocate the appropriate member of staff to investigate and respond. Calls to and from our Operations Support Executives may be recorded for training or monitoring purposes. When making a complaint, you will be required to provide the following information in as much detail as is reasonably possible:

  • Your name, address, telephone number and email address and any reference numbers.
  • Further details of your complaint including, as appropriate, all times, dates, events, and people involved.
  • Details of any documents or other evidence you wish to rely on in support of your complaint.
  • Your complaint resolution desires.

  Upon receipt of your complaint, it will be logged in our Complaints Register and your complaint will be allocated to an appropriate member of staff (Complaint Handler) to investigate and respond.

We aim to acknowledge your complaint within 48-hours of receipt (excluding weekends and Bank Holidays) and we aim to have investigated your concern and close the complaint within 21 working days (excluding weekends and Bank Holidays).

We aim to resolve your complaint within 21 working days., However, in some cases, particularly if your complaint is of a complex nature, it may take longer to fully investigate. If it is not possible to close the complaint for any reason, we will contact you to advise of the delay, confirming a new closing date.

If your complaint relates to a specific employee, IAM RoadSmart affiliated local Group, Examiner, Trainer, or 3rd party, IAM RoadSmart will inform them of your complaint, giving them a fair and reasonable opportunity to respond.

If we require any further information/evidence from you, the Complaint Handler will contact you as quickly as is possible to obtain this information/evidence. If you are for any reason unable to provide such information/evidence, we will use all reasonable efforts to proceed without it., However, please be aware that we will not ask for further information/evidence unless we consider it important to the successful resolution of your complaint.

Regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation and any action taken as a result.

Escalation process

If you are not satisfied with the resolution of your complaint, you may request that your complaint is escalated. All escalated complaints are handled by an appropriate member of staff who is the final point of escalation.

All individuals submitting a Complaint Escalation request will be informed of the decision, in writing, within 21 working days (excluding weekends and Bank Holidays). If for any reason the investigation continues beyond this deadline, you will be informed of the reason for the delay and when you can expect a decision. If the member of staff allocated your Complaint Escalation is satisfied that the original Complaint was thoroughly investigated and deems the original outcome as justified, there will be no further investigation by IAM RoadSmart undertaken.

Confidentiality and Data Protection

All complaints and information are treated with the utmost confidence. Such information will only be shared with appropriate employees, IAM Affiliated local Groups, Examiners, Trainers, or 3rd parties.

All personal information that we may collect (including, but not limited to, your name and address) will be collected, used, and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy Notice available at: www.iamroadsmart.com/privacy-notice

Learning from complaints

Complaints are a valuable source of information about our products and services, which can help us to prevent recurrence, support continuous learning and identify improvements.