Complaints Policy and Process
IAM RoadSmart is committed to ensuring complaints from customers using our products and services are acknowledged, responded to and dealt with. It is also important that the organisation learns from such complaints.
Customer feedback: IAM RoadSmart is keen to receive information from our customers on our delivery of products and services, whether expressing satisfaction or dissatisfaction. Any customer comments or complaints are important in our efforts to achieve continuous improvement and in addressing customer needs. Such feedback may be communicated verbally or in writing.
Complaint: where customer feedback indicates dissatisfaction with an IAM RoadSmart group product or service or some failure in our processes.
This policy applies to all employees and contractors of IAM RoadSmart.
Failure by IAM RoadSmart group employees to follow the requirements of the policy may result in investigation and disciplinary action if appropriate.
The aim of this policy is to ensure we have a complaints process that is flexible and responsive to the needs of individual complainants. In addition, it emphasises the need to communicate effectively with complainants.
The policy seeks to ensure:
All IAM RoadSmart group employees and contractors must be familiar with complaints handling processes. This includes details of how and to whom customers can make complaints.
The IAM RoadSmart Senior Management Team are ultimately responsible for customer service within their designated areas, however they may delegate this task.
The member of staff delegated to handle the complaint is responsible for:
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
8.30am - 6.00pm, Monday to Friday
Telephone number – 0300 303 1134
Calls to and from our advisers may be recorded or monitored for training and other purposes.
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 examiner.
If you contact us by email or in writing, please provide full details of your complaint
If you contact us by phone, please have the details of your complaint available. Our Customer Care Executives will document the complaint details, but may ask you to submit the complaint in writing to firstname.lastname@example.org so your complaint can be logged and allocate the appropriate member of staff to investigate and respond.
If you submit a complaint to a member of the IAM RoadSmart field staff, please provide them with full details of the complaint and they will document the complaint and submit the complaint to the ‘feedback inbox’ for allocating to the appropriate member of staff to investigate and respond.
An acknowledgement will be sent within 24 hours (if via e-mail) or 7 working days (if via post).
The member of staff allocated will contact the complainant within 2 working days after the acknowledgement receipt, as further details may be required to investigate the complaint.
After the first contact, the complainant can expect a response in writing within 10 working days. If the complaint cannot be resolved within this time frame, the complainant will be given regular updates on the progress of the investigation.
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act (2018).
No confidential information relating to complaints will be disclosed to any third party without the prior consent of that party.
8. Employee Responsibilities
All employees are responsible for working to resolve issues raised by a customer.
The employee responsible for investigating the complaint must:
Any written response to a complaint must include a summary of the investigation findings and actions taken to resolve the problems.
A response to a complaint will be sent as soon as practicable. IAM RoadSmart expects that this will normally be done in less than 10 working days.
If a response is not provided or resolution of the complaint is not achieved within the deadline or agreed timeline, the complainant must be notified and a new date for resolution indicated.
Should the complainant remain dissatisfied with the outcome of their complaint, they should be advised that their final point of escalation is the IAM RoadSmart CEO.
If the CEO considers there is no grounds for appeal the complainant will be informed of this decision in writing within 10 working days.
If the CEO considers there is valid grounds for appeal this will be investigated as appropriate.
The CEO will inform the complainant in writing of the outcome of the investigation within 10 working days. If for any reason the investigation continues beyond this deadline, the complainant will be informed of the reason for the delay and when they can expect a decision.
Complaints identified with corrective action should follow the corrective action procedure to prevent recurrence and to support continuous learning from customer feedback. Feedback and trends from complaints will be used to advise recommended service improvements and development.