Complaints and Outcomes

Date of Complaint
Nature of Complaint
Nature of response/action

27-Jun-05
Complained about the attitude of the Theory Presenters. Also complained because he diod not complete the course - referred back to the Police - challenged this decision
Theory presenter/instructor interviewed. Complainant informed he had been abusive and aggressive to the Theory presenters and disruptive in the theory session. His driving was erratic, speeding and confrontational to instructor. Referral back to Police upheld
1-Jul-05
Content of letter, client had had a heart attack, asked for medical certificate by 5 July, otherwise would be referred back to Police. Elderly person angry because of his weak state and timing of request.
Administrator interviewed. Another course organised and sensitive situation addressed with administrator.
13-Jul-05
Client seeking reimbursement for a tee shirt because she bumped into an instructor resulting in coffeee she was carrying being spilt over her.
Incident report received. Instructor had also had coffee spilt over him. Client had taken partial responsibility and presenters had made frequent checks with client to ensure there was no injury.
16-Jun-05
Client complained about presenters making sexist remarks. Also felt confused over some of the practical intruction given.
Theory presenters/instructor interviewed. No specific sexist remarks identified. Presenters apologised for any offence felt, explained how instructor could have confused her. This addressed, instructor given more training to rectify communication problems. Client offered further practical training. 5 September, Client emailed to say thank you for complaint being dealt with, had not expected that and withdrew issue of sexist remark, withdrew bad feelings about practical instructioon, now finding it very useful.
24-Aug-05
Complaint regarding ration in car of 3 men and 1 lady, inappropriate place to stop for change over and debrief inappropriate remarks re clothing.
Theory presenter/instructor interviewed. Ratio of people in car addressed, presenter admonished. Inappropriate changover places addressed, instructor admonished (both now subject to strict monitoring). Inappropriate remarks addressed because felt issue has stopped client getting best out of course. Offered further training 1:1. Client rang back, at first not happy with outcome but later OK. Did not take up offer of further training.
11-Nov-05
Complaint challenging the decision for his course being terminated.
Theory presenter/instructor interviewed. It was evident that the client had been abusive, no regard for other clients, dangerous attitude to driving, driving dangerous and no regard for speed limits. Decision to terminate upheld.
31-Jan-06
Client complained about 1:1 ratio female client with male instructor
Letter to client asking to give her comments why 1:1 male instructor to female client inappropriate when most learners are taught in a similar way. Comments would help with ratio planning. No response received from client
25-Apr-06
Client appealing as to why his course was terminated and he was referred back to police.
Theory presenter/instructor interviewed. Client informed that he continued to break speed limits, displayed no positive approach to road awareness, did not participate in discussion. Decision upheld.
9-Aug-06
Client did not complete the course complaining about one of the theory presenters.
Theory presenter interviewed. No evidence to to support client's claims. Could have been a personality clash, offered another practical session

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