Ensuring Fair and Transparent Handling of Complaints

1. Purpose

This Complaints Policy outlines our commitment to handling complaints in a fair, timely, and transparent manner. We value feedback from our customers, employees, and stakeholders, and we are dedicated to using complaints as an opportunity for learning and improvement.

2. Scope

This policy applies to all complaints received from customers, employees, partners, and members of the public regarding our services, products, staff, or procedures.

3. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by the organisation, its staff, or those acting on its behalf, affecting an individual or group.

4. Principles

• All complaints will be dealt with promptly, within 5 working days, courteously, and confidentially.
• Complainants will be treated with respect and kept informed about the progress of their complaint.
• Complaints will be investigated impartially and objectively.
• Where possible, complaints will be resolved at the first point of contact.
• All information will be handled in accordance with data protection regulations.

5. How to Make a Complaint

Complaints can be made in the following ways:

• By email to: info@drivetrain-training.co.uk
• By telephone: +44 (0)7775 902 316
• By post to: Managing Director, DriveTrain Solutions Ltd, Sansusy Bungalow, Station Road, Lakenheath, Brandon, Suffolk, IP27 9AD.

6. Complaints Handling Procedure

1. Acknowledgement: Complaints will be acknowledged within five working days of receipt.
2. Investigation: The complaint will be investigated by an appropriate member of staff who is not directly involved in the matter.
3. Response: A written response will be provided within ten working days. If more time is required, the complainant will be informed of the delay and the expected completion date.
4. Resolution: Where the complaint is upheld, appropriate remedies will be offered, which may include an apology, explanation, or corrective action.
5. Appeal: If the complainant is dissatisfied with the outcome, they may appeal in writing within 14 days of the response. Appeals will be reviewed by a senior manager not involved in the initial investigation.

7. Record Keeping

All complaints and their outcomes will be recorded and stored securely using our “Non Conformance Procedure”. Records will be retained in line with our data retention policy and data protection laws.

8. Continuous Improvement

Complaints are reviewed regularly to identify trends and areas for improvement. Lessons learned from complaints will inform staff training and organisational development.

9. Monitoring and Review

This policy will be reviewed annually to ensure its effectiveness and compliance with best practice and legal requirements.

10. Contact

For any questions regarding this policy or to make a complaint, please use the contact details provided above.

Next Review Date: 1^st January 2026