PECAM Complaints Procedure

Whilst historically there have been few complaints against members of PECAM or the organisation. The Committee acknowledge the requirement to have in place a process for dealing with formal complaints. This procedure aims to ensure a flexible and responsive approach to any complaint received against any process that is responsive to the needs of complainants and PECAM.

The procedure seeks to confirm:

• Complainants are listened to and fairly treated
• Complainants are kept informed of the progress and outcome of investigations into their complaint
• Full and open apologies are given where appropriate
• A lesson learnt process is in place to rectify the identified cause of the complaint
• Complaint handling complies with General Data Protection Regulations (GDPR)

The initial Point of Contact and responsibility for dealing with complaints against PECAM is the Group Secretary.

When dealing with a complaint the Group Secretary will:

• Manage all aspects of the complaints process
• Ensure Lessons Identified are incorporated into Group processes
• Communicate the process with PECAM membership
• Ensure the individual who is the subject of the complaint is kept aware of the complaint and provided with the opportunity to provide their version of events regarding the complaint content
• Maintain open lines of communication with Complainant
• Ensure that fair and unbiased review of the complaint is conducted
• Ensure all complaints have been logged

Ensure complainant provides full details of the complaint in writing (email or letter).

Managing the complaint

Response times:

• Acknowledgement sent within 24 hours of receipt
• Investigating member to contact the complainant via telephone within 2 working days
• Contact the subject of the complaint and notify them of the existence of the complaint and content within 4 working days
• Ensure subject of the complaint has sufficient time to record their versions of events, normally 5 working days
• Update complainant on the progress as required. The full duration of the complaint process should not exceed 28 working days (if the complaint cannot be resolved within this time frame, the complainant should continue to be given regular updates on the investigative progress)

Escalation (taken from IAM Handbook)

Should the complaint be of a serious nature such as the items outlined in the IAM Anti-Harassment and Bullying policy or of a criminal nature they should be brought to the immediate attention of the Area Service Delivery Manager.

Should the complainant remain dissatisfied with the outcome of their complaint, they should be advised that their final point of escalation is IAM RoadSmart. All escalations must be notified to the Area Service Delivery Manager.

If IAM RoadSmart considers there are no grounds for appeal the complainant will be informed of this decision in writing within 10 working days.

If IAM RoadSmart considers there are valid grounds for appeal this will be investigated as appropriate.

IAM RoadSmart will inform the complainant in writing of the outcome of the investigation within 10 working days. If for any reason the investigation continues beyond this deadline, the complainant will be informed of the reason for the delay and when they can expect a decision.

Any complaint regarding the conduct of tests or examiners should be forwarded to your Area Service Delivery Manager for investigation and action.

---