We are sorry that something about our service is making you unhappy. DriveSafe is committed to giving you the service you expect. When things go wrong, we want to know so we can put them right as quickly as possible.
How to make a complaint
To make a complaint, email your concerns to our Business Support Team to: info@drivesafe.org.uk
Alternatively, you can write to: DriveSafe, PO Box 1155, Manchester, M61 0FF
Please always include your reference number if you have one. This usually begins with ‘DRV’.
What to expect after you make a complaint
If possible, our Business Support Team will resolve your complaint.
If our Business Support Team cannot resolve your complaint to your satisfaction, or if your complaint needs a more in-depth investigation, your complaint will be passed to the appropriate Manager who will:
- contact you to acknowledge they have received your complaint
- write to you with a full response to your complaint, which you will receive within 5 days of the acknowledgement. Occasionally, we will need more time to investigate your complaint; if so, we will write to you within 5 days to explain why we need more time and when you will next hear from us.
If you are not satisfied with the outcome of your complaint
If you feel that our written response has not resolved your complaint, you can reply to our Business Support Team. They will arrange for the DriveSafe Manager to review your complaint before writing to you with a final response.
Our commitments to you
When you make a complaint to DriveSafe, we will:
- listen to what you have to say
- treat you as an individual and acknowledge your individual needs
- aim to resolve every issue you raise in one go
- explain the reasons why something went wrong
- treat you fairly and honestly
- communicate with you in plain language and in an easy to understand way
- learn from your feedback and take action to fix problems and make improvements to our services
If we think a person is not behaving reasonably
We are committed to listening to what you have to say and treating you fairly. Occasionally the behaviour of a person making a complaint is unreasonable and this may affect the action we take.
Unreasonable behaviour may include:
- pursuing a complaint with unreasonable persistence
- making unreasonable demands
- refusing to cooperate with the complaint investigation process
- making unreasonable arguments
- abusive, aggressive, threatening or deceitful behaviour
The action we take may include:
- completing the complaint investigation and response on its merits in a managed way
- limiting the number, duration, timing and type of contacts with our staff
- requiring the complainant to communicate only with one named member of our staff
- refusing to register and process further complaints about the same matter
- terminating all contact about the complaint and ending the complaint investigation
- reporting the incident to the police or taking legal action
