What to do if you want to make a complaint

Our feedback procedure. The IAM (Institute of Advanced Motorists) is always happy to receive comments, feedback and suggestions from users of its services. We recognise that this type of communication is valuable and can help us improve our relationship with our members and the public.

We are committed to providing good quality services. We recognise however, that we sometimes get things wrong or make mistakes. To deal with this we have a complaints procedure.

We will deal with your complaint

We do not look on complaints as unwanted; in fact, they may help us to see where our services or procedures might be improved. If you feel we have made a mistake or done something which you found unsatisfactory or unacceptable, please let us know. Even if you do not think your particular concern amounts to a complaint per se, we would still like to know about it. You may help us to deal with something we would otherwise overlook.

We undertake to:

  • Treat comments seriously and deal with them properly.
  • Resolve complaints promptly and informally whenever possible.
  • Learn from critiques and take action to improve our service.
  • Ensure confidentiality where appropriate.

PLEASE NOTE: Failure to successfully pass the Advanced Driving Test cannot form the basis of a complaint against an IAM examiner.

How to complain

Step 1: Contacting us

The first step is to talk to a member of the IAM staff. This can be done quite informally, either directly or by telephone.

Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then ask to speak to their line manager.

Step 2: Contacting the Line Manager

We hope that you will only feel the need to make a formal complaint as a last resort and that you will complain to the person who dealt with the issue first to give them a chance to put things right. However, if you are still unhappy, the next step is to speak to the line manager, and then, if still not resolved to your satisfaction, to put the complaint in writing. 

The line manager will try to resolve the problem on the spot if s/he can. If this isnt possible, for example, because information we need is not to hand, then we will make a record of your complaint and contact details and acknowledge receipt within 24 hours (if emailed) or 48 hours (if posted).  If we cant resolve your concern within that time we will let you know when you can expect to receive a full response.

If you do opt to put the complaint in writing, please provide as much detail as possible; you might like to use the Complaints Record Form (attached).

Step 3: Taking your complaint further

If after receiving your written complaint, the line manager is unable to resolve your complaint satisfactorily, then it will be referred to the IAMs Customer Board, which is chaired by the Chief Executive.

The Customer Board will arrange for your complaint to be fully investigated. Your complaint will be acknowledged in writing within five working days of receiving it and the letter will say when you can expect a full response. However if this is not possible we will write to let you know what action is being taken and tell you when we expect to provide you with a full response. Please download the complaints document:

Download complaints document

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Call us now on:
0300 303 1134