IAM RoadSmart Complaints Policy and Process

  1. Introduction
  2. 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.

    Complaints Policy

  3. Policy aims
  4. 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.
    • 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.

  5. What this Complaints Policy Covers
  6. 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.

  7. What is Not Covered by Our Complaints Policy
  8. The following are not considered to be Complaints:

    • Failure to pass a test or assessment related to an IAM RoadSmart product such as Advanced Driving or Riding or Masters etc. cannot form the basis of a complaint against an IAM RoadSmart assessor.
    • Failure to attend any of your course days, are refused entry or are removed at any time during your course.
    • Matters that have already been fully investigated through this Complaints Procedure.
    • Making a Complaint on behalf of someone else.
    • Anonymous complaints.
    • Subject Access Requests and Data Privacy queries.

    Complaints Process

  9. Making a complaint
  10. 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:

    In writing:

    IAM RoadSmart Feedback

    1 Albany Place

    Hyde Way

    Welwyn Garden City

    AL7 3BT

    By e-mail:


    If you contact us by phone, the IAM RoadSmart employee will ask you to submit the complaint in writing to feedback@iam.org.uk 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:

    • 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.


    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.

  11. Escalation process
  12. 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.

  13. Confidentiality and Data Protection
  14. 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.

  15. Learning from Complaints

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.