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

Feedback@iam.org.uk

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.

Complaints policy & process 1 

IAM RS Complaints policy & process 2