Network driving consultancy the driving force behind your driving force banner

Complaints Policy and Procedure

Company Aim:

Network Driving Consultancy (NDC) is committed to providing a quality service for customers and working in an open and accountable way that builds the trust. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, trainers and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

  • making a complaint is as easy as possible;
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
  • we deal with it promptly, politely and, when appropriate, confidentially;
  • we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
  • NDC should learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognize that many concerns will be raised informally, and dealt with quickly. Our aims are to:

  • resolve informal concerns quickly;
  • keep matters low-key;
  • enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Preamble

Definition: NDC defines a complaint as 'any expression of dissatisfaction or discontent with the service being provided, or any situation that relates to NDC that requires a response'.
Purpose: The complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

NDC's responsibility will be to:

  • acknowledge the formal complaint in writing;
  • respond within a stated period of time;
  • deal reasonably and sensitively with the complaint;
  • to take action where appropriate.

A complainant's responsibility is to:

  • bring their complaint, verbally or in writing, to NDC's attention normally within 48 hours of the issue arising;
  • raise concerns promptly and directly with a trainer or company director;
  • explain the problem as clearly and as fully as possible, including any action taken to date;
  • allow NDC a reasonable time to deal with the matter;
  • recognize that some circumstances may be beyond NDC's control.

Responsibility for Action: Company Director.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and NDC maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: NDC will review annually a detailed report of complaints made and their resolution.

Complaints Procedure

Option 1 – Informal
In the first instance, you should contact NDC directly by either telephone or email, so that the company has a chance to put things right. If your complaint concerns a trainer representing NDC, you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking. A meeting can be arranged at a mutually convenient time and place in order that a resolution can be found.

Our contact details can be found at the head of this paper or on the Contact Us page on the NDC website.

Option 2 - Formal
If you are not satisfied with the informal response to the complaint, then you can write to NDC's Director and ask for your complaint and the response to be reviewed. You can expect the Director to acknowledge your request within 4 working days of receipt and a response within 15 workings days. You should receive a response and an explanation within 15 working days. You should send your letter to the Director at NDC namely Cindy Haskell.
NDC's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated.

Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.