Dealing with complaints

Complaints can be stressful to deal with, impact your reputation, be bad for business and even jeopardise your licence – but they can equally be good for business!

If you have customers, you’ll inevitably have to handle complaints at some point. How you handle them, and what you learn from each complaint, are crucial factors in your business’s success and sustainability. And let’s not forget how critical even just one complaint to the DVSA can be in terms of your training licence and overall livelihood.

In this webinar we’ll look at:

Managing customer complaints – best practice responses, policies and procedures
Dealing with indirect customer complaints and the impact on your reputation (i.e. customers complaining about you and not to you – online or offline)
Taking the good from customer complaints -–what can we learn?
Dealing with complaints about you to the DVSA

We are pleased to promote the Department for Transport’s new driving instructor cycle awareness pilot, Cycle Savvy Driving. The training package has been developed by the Bikeability Trust working with the cycling and driving instructor organisations represented on the Department for Transport (DfT) ADI pilot working group, including ourselves, as well as many individual ADIs.

The driving instructor cycle awareness pilot addresses the current lack of cycle awareness learning resources for ADIs and learner drivers and provides resources ADIs can use for their own professional development and whilst teaching.

This evaluated pilot project seeks to recruit ADIs from between May and September 2021, and ADIs who register for the pilot will be randomly assigned into treatment or control groups, with both groups providing valuable feedback for the pilot project.

The Bikeability Trust’s Head of Development Benjamin Smith will present about the project and answer questions.

Terms and Conditions

By purchasing this product you agree that you have read and understood the requirements of the test that you are applying for.

Refund policy: Once a booking has been confirmed with a trainer directly for either a one-to-one standards check or mock test session you will need to give seven days notice to cancel, otherwise the fee will be lost and a new booking and payment will be required.

NOTE: For all training sessions and mock tests you and your trainer must wear a suitable face covering. Your trainer cannot provide one for you, trainers are only responsible for their own face covering and PPE protection. If a suitable face covering is not in place, your session will be cancelled and the fee will be lost. If you have a medical exception to wearing a face covering, this must be provided as proof of exemption to your Diamond trainer. You must demonstrate that your car has been cleaned, using anti-viral wipes to clean passenger handles inside and outside, the dashboard and any other touch points for the trainer. If your vehicle is not fit for purpose your session will be cancelled and the fee will be lost.

Candidates should not attend a training session or mock test if they are feeling unwell, particularly if they identify core symptoms associated with COVID-19 (such as a persistent cough or fever). We ask candidates to notify the DIA of any possible exposure to, or diagnosis of, coronavirus as soon as possible. If you are unable to take a test due to a COVID-19 diagnosis or possible symptoms, your session will be postponed without losing your fee and you will not be permitted to rearrange your standards check session or mock test within the next 14 days following the cancellation.

Once you have paid for your standards check session and/or mock test, your details will be forwarded to your nominated Diamond trainer local to you, who will be in touch with you within 48 hours (Monday-Friday) with a view to booking you in at a mutually convenient location, date and time. Some flexibility will be required in terms of location, taking into account trainer availability at regional level and where restrictions with COVID-19 may be taking place. Your Diamond trainer will make arrangements to meet via text, email or telephone. We do not have specific meeting locations and your Diamond trainer will discuss any other queries with you once your booking has been made online.

You will need to use your own vehicle for the standards check session and mock test, which is suitable for training and allows for your Diamond trainer to role play a suitable candidate, with the relevant insurance in place to allow for this. All Diamond trainers are qualified ADIs with a Diamond examiner qualification in place. You will need to show relevant insurance cover to your Diamond trainer, either before or on the day of your agreed booking date and time. The vehicle you supply must be both roadworthy and legal for the purposes of the standards check session and mock test and your session will be cancelled if you do not present a suitable car with the relevant insurance. If you are more than 15 minutes late to your standards check or mock test session you will lose your booking and the fee will need to be paid again.

You will be asked to read a number plate at the required distance, full details can be found at www.gov.uk/driving-eyesight-rules. Your standards check or mock test session will be cancelled if you cannot reach these requirements. You will need a current and valid driving licence which will be checked by your trainer should you need to drive as part of your standards check or mock test.

Online classes

To attend the Zoom sessions you will need a PC, laptop or tablet that can run Zoom and must also have a camera and microphone so you are able to participate fully in the sessions. You are responsible for ensuring you can access and navigate zoom and that you have a strong enough internet connection. If you cannot join the session due to technical difficulties, we cannot guarantee that you will be moved to another session. Session dates are subject to change.

During this course you will be placed into small ‘live’ discussion groups and will need to converse. Please be aware of how to mute and unmute your microphone for the general discussions that will also be taking place.