COMPLAINTS PROCEDURE

IAM RoadSmart Forth Valley Group is committed to providing a good standard of

service to our members, associates and volunteers.

When our services are not as good as they should be, we want to know about it and encourage you to get in touch.

We will take seriously any concern or complaint and will investigate it promptly and seek resolution as quickly as possible.

Definition of a Complaint

A complaint is an expression of dissatisfaction, whether justified or not. Our policy covers complaints about:

• The standard of service you should expect from us
• The behaviour of our volunteers in delivering our work

Our complaints policy does not cover:

• Failure to pass a test or assessment related to an IAM RoadSmart Advanced Driving or Riding course

Handling Your Complaint

• Please submit your complaint in writing by sending us an email
• You can expect to be treated with courtesy, respect and fairness at all times
• We will treat your complaint in confidence
• We will deal with your complaint promptly and, where appropriate to aid resolution, may request further details from all parties
• We aim to resolve the complaint within 28 working days (where possible)

Confidentiality

All complaints received will be dealt with with confidentially and in accordance with

the requirements of the 2018 General Data Protection Regulations.

Contact Details for Making a Complaint

Please email one of following committee members in the first instance:

secretary@forthvalleyiam.org.uk

chair@forthvalleyiam.org.uk

We will endeavour to reply to your initial contact in a timely manner.

Please note that IAM RoadSmart Forth Valley Group is run entirely by volunteers

and our committee members may be involved in other work or otherwise out of

contact for a few days. Thank you.

Policy Approved by Forth Valley Group Committee on 25 June 2024