Customer Complaints Procedure

Making an Informal Complaint

A complainant may make an informal complaint at any time either verbally or in writing without prejudice, this can be addressed to any member of the Reform staff. An immediate response will be given where possible. This will be in line with the company's standard regulations and practices

If the complainant is not satisfied with the response, they can then escalate the complaint to the status of a formal complaint.

Making a Formal Complaint

A formal complaint may be made to us using any written communication method (letter, fax, email) addressed to the office manager. You may send this in the form of a letter or by completing a complaint form, which can be sent to you on request by post or email.

Formal Response to Complaint

The complaint will be dealt with by the office manager (the Investigator) in conjunction with the part of our service about which the complaint is made, unless this is clearly inappropriate.

The Investigator will talk to staff and others who are involved and look at records to gain as much information as possible to answer the complaint and establish the detail of the complaint that will be investigated.

Every effort is made to work out with the client the best way to find a solution to the complaint. Complaints can be complicated and it can take some time to gather all the information together, and to take any necessary action but the complainant will be kept informed about progress.

We aim to send a formal response to the complainant within 5 working days of the details of the complaint being confirmed.

Should any extension of this limit be required this will be established in discussion with the complainant.

At the end of the investigation the result of the Investigating Officer's decision will be sent in writing to the complainant.

If the complainant is not satisfied with the findings, they can ask by email that the complaint be looked at by the Driving and Vehicle Standards Agency. Please contact the Reform office for the details of the DVSA email address.