Published: February 2025
Definitions: “We”, “Our” refers to the Berkshire Driving Instructors (BDI) organisation.
Procedure: We are committed to maintaining high standards and ensuring our members and users feel supported. If you have a complaint, we aim to address it promptly, fairly, and effectively.
This procedure outlines how to raise concerns and how we will handle your complaint.
1. How to Make a Complaint
If you have a concern, you can contact us by email: bdicommittee@gmail.com
2. Ensure you include the following details in your complaint:
- Your name and contact details.
- A clear description of the issue.
- Any relevant supporting information (e.g., emails, dates, or documents).
- What resolution you are hoping to achieve
3. What Happens Next
- Acknowledgment:
i. We will acknowledge your complaint within 7 days of receipt. - Investigation:
i. Your complaint will be reviewed by a relevant committee member.
ii. We may contact you for further information or clarification. - Response:
i. You will receive a written response within 28 days.
ii. If more time is required to address the issue, we will inform you of the delay and provide an updated timeline. - Resolution:
i. If the complaint is upheld, we will take appropriate steps to resolve the issue and prevent it from recurring.
ii. If the complaint is not upheld, we will explain the reasons behind our decision.
4. Appeals
- If you are not satisfied with the outcome, you can request a review of your complaint by emailing the committee member who dealt with your complaint.
- You must submit your request within 14 days of receiving our initial decision.
- The review process may take up to 28 days, and we will communicate the final decision in writing.
5. Confidentiality
We treat all complaints with confidentiality and only share information as necessary to investigate and resolve the issue.
6. Continuous Improvement
We value your feedback and use it to improve our services and governance.
7. Contact Us
If you have any questions about this procedure, please contact us at bdicommittee@gmail.com