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RiderHQ Complaints Policy

RiderHQ views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To make sure everyone at RiderHQ knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of RiderHQ

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate interest in RiderHQ

A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from staff of RiderHQ, who should use RiderHQ's Discipline and Grievance policies.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the management of RiderHQ

RiderHQ Complaints Procedure

Contact Details for Complaints

Written complaints may be sent to Our main addreess or sent by email to info@riderhq.com

Verbal complaints may be made by phone to Our phone number or in person to any of our staff. .

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have

Complaints received by telephone or in person need to be recorded

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint
  • Take the complainant's name, address and telephone number
  • Note down the relationship of the complainant to RiderHQ
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant's own words

Resolving Complaints

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate

Whether or not the complaint has been resolved, the complaint information should be passed to a member of the management team within one week

On receiving the complaint, a member of the management team records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond

Complaints should be acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Referral

If you are still not satisfied with our final response or after eight weeks, you can contact the Financial Ombudsman Service. However, the Financial Ombudsman will only consider your complaint once you have tried to resolve it with us. They can be contacted at:

Insurance Division
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone 0845 080 1800
email complaint.info@financial-ombudsman.org.uk

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action