IAM RoadSmart welcomes and encourages feedback of all kinds from our customers. 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.
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:
Complaints may relate to any of our activities and may include (but not be limited to):
The following are not considered to be Complaints:
IAM RoadSmart is committed to providing customers with the best possible products and services, but recognises sometimes things go wrong and welcomes feedback in any of the following ways:
IAM RoadSmart Feedback
1 Albany Place
Welwyn Garden City
If you contact us by phone, the IAM RoadSmart employee will ask you to submit the complaint in writing to email@example.com so your complaint can be logged and allocate the appropriate member of staff (Complaint Handler) 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:
Upon receipt of your complaint, it will be logged in our complaints register. We will allocate your complaint 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 we aim to have investigated your concern and reply to your complaint within 21 working days. *(excludes 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 and may not be possible. If this is not possible for any reason, we will contact you to advise of the delay, confirming an appropriate date where we will reply to you.
If your complaint relates to a specific employee, IAM Affiliated Local Group, Examiner, Trainer, or 3rd party IAM RoadSmart will inform them of your Complaint, given them a fair and reasonable opportunity to respond.
If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is possible to ask for it. If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however, please be aware that we will not ask for further information or 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.
If you are not satisfied with the resolution of your complaint, you may request that the Complaint be escalated. All escalated complaints are handled by a member of the Senior Management Team (SMT), who is the final point of escalation.
If the SMT member considers there is no grounds for appeal you will be informed of this decision in writing within 21 working days.
If the SMT member considers there is valid grounds for appeal this will be investigated as appropriate.
The SMT member will inform you in writing of the outcome of the investigation within 21 working days. If for any reason the investigation continues beyond this deadline, you will be informed of the reason for the delay and when they can expect a decision.
All Complaints and information are treated with the utmost confidence. Such information will only be shared with those employees, IAM Affiliated Local Groups, Examiners, Trainers, or 3rd parties who need to know to handle your Complaint.
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 from www.iamroadsmart.com/privacy-notice.
Complaints are a valuable source of information about our products and services, which can help us to prevent recurrence and to support continuous learning and used to identify potential improvements.