Your complaints policy

Dealing with complaints is an important part of operating an organisation. Complaints are useful. They are an opportunity to learn, not a nuisance. You can use complaints to support your business quality and staff development.

You must inform your grant recipient and the Bikeability Trust of any complaints. We will record the complaint, but you must act on and resolve it. You may escalate a complaint, according to your complaints policy.

If a complaint relates to operations or training delivery, we will work with you to resolve the situation. Serious breaches which put riders or instructors at risk will lead to de-registration. 

Your complaints policy should be available to the public at any time. 

bikes in motion

Our complaints procedure

If we receive a direct complaint about a training provider, we will refer this complaint to you or your grant recipient. We will inform the complainant of our actions. We will ask the complainant to get back in touch with us if they are not happy with your response.


You can adapt and use the following documents:

model Complaints GR.v2.1 

model Complaints Policy.v2.1