Complaints Procedure
A complaints policy sets out a procedure that you as an organisation will follow when you receive a complaint from users of your service, another organisation or a member of the general public. It should define the standard that customers can expect from you.
A good complaints policy should be:
» Open, easily accessible, well publicised and available in other formats if required
» Simple to use and understand
» Confidential - for staff and customers
» Quick - responding to complaints promptly within the agreed timescales
» Informative of the progress of a complaint
» Comprehensive - dealing with all issues raised by customers and give an effective reply and appropriate remedy
» Fair for customers and staff - all complaints should be investigated thoroughly and objectively with the provision for an independent review
» Flexible, the objective being to resolve problems rather than just follow a series of steps
» Your organisation may have an approved set of procedures in place which you can use as part of your cycle training course management. The two examples below have been provided for you to download and adapt for your own use:
Download 7.1 CTUK Complaints Procedure
Download 7.2 BikeRight's Complaints Procedure
