Page 68 - FTL Driver Training Manual

F R E I G H T T R A N S P O R T L T D ( F T L ) D R I V E R T R A I N I N G M A N U A L V E R S I O N 2
Established Complaints Procedure

1. Raise a complaint to a / your Line Manager. We perceive that most complaints can be
resolved in the first instance swiftly and easily, with no requirement to take matters
further.

2. If you are not satisfied with the findings of your initial complaint, you may write to the
Director. Give the reasons why you are dissatisfied with the initial outcome and that you
wish to pursue the matter further.

3. Upon receipt of the written response, the Director shall review the original complaint and
its findings, and make a considered decision.

4. Once it has been reviewed by the Director, you will be informed of the outcome.

5. If dissatisfied with the outcome of the Directors review, you may write to the Managing
Director, repeating steps 2 - 4.

6. If dissatisfied with the outcome of the Director’s review, you may write to the Board of
Directors, repeating steps 2 - 4.

7. The Board of Directors shall consider all facts and make its final judgement. The decision
of the Board of Directors is final.

We will try and resolve all complaints in the first instance and ensure that any mistakes are not
repeated.

We may keep complaints, comments and suggestions on file so that we can use your feedback
to monitor and evaluate our service and identify any changes or improvements that need to be
made.

Mr. Mike Battye, Director has overall responsibility for this policy and will ensure that the policy
is properly implemented, monitored and periodically reviewed, in accordance with the relevant
statutory provisions.

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