Complaints Policy
& Process
1. Introduction
The IAM and its subsidiaries (together “IAM RoadSmart”) arecommitted 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.
1.1 Definition
Customer feedback:
IAM RoadSmart is keen to receive information from our customers on our delivery
of products and services, whether expressing satisfaction or dissatisfaction.
Customer comments / complaints received are an important input 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 group product or
service or some failure in our processes.
1.2 Applicability
This policy applies
to all employees and contractors of IAM RoadSmart.
Failure by IAM group
employees to follow the requirements of the policy may result in investigation
and disciplinary action if appropriate.
IAM Complaints Policy
2.
Policy aims
The aims of the policy are 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:
·
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;
·
IAM
RoadSmart learns from complaints to continually improve products and services; and
·
Complaints
handling complies with confidentiality and data protection policies.
All IAM group employees and contractors must be familiar with complaints
handling processes. This includes details of how customers can make complaints
and to whom.
2.1 Responsibilities
Members of IAM RoadSmart’s Executive Director Team are ultimately
responsible for customer service within their designated areas. They may
delegate this task to other members of staff, but they remain responsible.
The member of staff delegated to handle the complaint is responsible
for:
· Managing the specific complaint;
· Ensuring action is taken to address issues
raised in complaints and, where appropriate, identifying improvements to
processes and procedures;
· Ensuring employees and contractors within
their area are aware of, and understand, this Complaints Policy;
· Keeping the complainant informed as to
progress and resolution of their complaint; and
· Ensure all complaints have been logged on
MRM / DTE and notified to the Accreditations Controller.
· Identifying improvements to
processes and procedures.
Complaints Process
3.
Making a
complaint
IAM RoadSmart is committed to providing customers with the best possible
products and services, but recognises sometimes things go wrong. IAM RoadSmart is always happy to receive
comments, feedback and suggestions for improvement. Please get in touch with us
in any of the following ways:
By e-mail
By Post
Write to:
Accreditations Controller
IAM RoadSmart
1 Albany Place
Welwyn Garden City
AL7 3BT
By phone
8.30am - 6.00pm, Monday to Thursday
8.30am - 5.00pm on Friday
Telephone number – 0300 303 1134
Calls to and from our advisers may be recorded or monitored for training
and other purposes.
PLEASE NOTE:
Failure to pass a test or assessment related to an IAM product such as
Advanced Driving or Riding or Masters etc. cannot form the basis of a complaint
against an IAM examiner.
If you contact us by email or in
writing, please provide us with full details of your complaint.
If you choose to contact us by phone,
please have the details of your complaint available. Our Customer Care
Executive will document the complaint details, which is then signed off by the
Head of Customer Service & Administration who will submit the complaint to theAccreditations Controller for official logging.
The Accreditations Controller will allocate the appropriate member of staff to
investigate and respond.
If you choose to submit a
complaint to a member of the IAM RoadSmart’s field staff please
provide them with full details of the complaint. The member of the field staff will
document the complaint and submit the complaint to theAccreditations Controller for official
logging. The Accreditations Controller will allocate the appropriate member of
staff to investigate and respond.
The Accreditations Controller will send an acknowledgement within 24
hours (if e-mailed) or 7 working days (if posted and e-mail unavailable). The
member of staff allocated will contact the complainant via telephone within 2
working days after the acknowledgement receipt, as more 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.
3.1 Confidentiality
All complaints received will be dealt with confidentially and in
accordance with the requirements of the Data Protection Act (1998).
No confidential information relating to complaints will be disclosed to
any third party without the prior consent of that party.
3.2 Employees
All employees are responsible for working to resolve issues raised by a
customer.
Employees must:
·
Ensure
they take time to listen and ensure they fully understand the concerns of the
complainant, which may mean asking for clarification where elements are
unclear;
·
Reassure
the complainant that IAM RoadSmart welcomes complaints as a means of enabling
our service to improve;
·
Contact
their line manager if any issue is serious or cannot be readily resolved in a
reasonable timescale;
·
Document
all complaints on an complaints logging form (BSD-002)
The employee responsible for investigating the complaint must:
·
Ensure
the complainant is responded to within the timescales set out in paragraph 3
above;
·
Maintain
an accurate record (with dates) of all communications with the complainant;
·
Document
the original complaint and other relevant information;
·
Document
the issues considered;
·
Document
decisions or actions taken; and
·
Keep
copies of employee / contractor responses and other information collected
during the investigation.
·
Pass all
information to the Accreditations Controller to be registered on IAM RoadSmart’s
official log.
3.3 Responding to a complaint
Any written response to a complaint must include a summary of the
investigation findings and any 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.
3.4 Escalation process
Should the complainant remain
dissatisfied with the outcome of their complaint, they should be advised that
their final point of escalation is the Chief Executive Officer.
If the Chief Executive Officer
considers there is no grounds for appeal the complainant will be informed of
this decision in writing within 10 working days.
If the Chief Executive Officer
considers there is valid grounds for appeal this will be investigated as
appropriate.
The Chief Executive Officer 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.
3.5 Learning from Complaints
Complaints identified with corrective action are to follow the IAM’s
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.
