Motorcycle Training

Complaints Handling Policy

2Moto Training LLP

1. Our Philosophy At 2Moto Training LLP, we strive to provide the highest standard of motorcycle training. However, we recognise that there may be occasions when you feel we have fallen short of your expectations. We view complaints as an opportunity to learn and improve our service for future riders.

2. How to Raise a Complaint Most issues can be resolved quickly by speaking directly with your instructor at the time of the incident. However, if you feel the matter is more serious or remains unresolved, please follow these steps:

• Step 1: Informal Resolution Speak to your Lead Instructor or one of the Partners on-site. We will do our best to resolve the issue immediately.
• Step 2: Formal Written Complaint If the matter is not resolved to your satisfaction, please submit a formal complaint via email to [Insert Email Address]. Please include:
  • Your full name and contact details.
  • The date and time of your training session.
  • The name of the instructor involved (if applicable).
  • A detailed description of your concern and what you would like to happen to resolve it.

3. Our Investigation Process Once a formal complaint is received, 2Moto Training LLP will:

1. Acknowledge receipt of your complaint in writing within 3 working days.
2. Investigate the matter thoroughly, which may involve speaking to staff members or reviewing training records/dashcam footage where available.
3. Respond with a formal written outcome within 10 working days. If the investigation requires more time, we will keep you updated on our progress.

4. Possible Outcomes Depending on the findings of our investigation, outcomes may include:

• A formal apology.
• A change in our internal procedures or training protocols.
• Additional training time or a partial/full refund (at the discretion of the Partners).
• No further action if the complaint is not upheld.

5. DVSA Escalation As a provider of regulated motorcycle training (CBT and DAS), if your complaint relates specifically to a breach of DVSA (Driver and Vehicle Standards Agency) regulations and you are not satisfied with our internal response, you have the right to contact the DVSA directly.

6. Confidentiality All complaints will be handled sensitively and in accordance with our Data Protection Policy. Details will only be shared with those strictly necessary for the investigation.