Complaints Procedure

1. Our approach

If something we have done falls short, we want to know. We would rather hear about it directly and put it right than have you conclude it is not worth mentioning.

This procedure applies to complaints about our services, our assessors, our reporting or our conduct.

2. How to raise a complaint

Contact us by email at info@foresightfleetsolutions.com or by telephone on 0330 122 2926. Please include:

• Your name, organisation and how to contact you
• What happened, and when
• Which assessment, report or member of our team is involved, if applicable
• What outcome you are looking for

3. What happens next

We will acknowledge your complaint within three working days.

We will investigate and give you a substantive written response within 15 working days. If we need longer — for example because we need to speak to an assessor who is out on delivery — we will tell you why and when to expect our response.

Our response will explain what we found, what we are doing about it, and what we will change if anything.

4. If you are not satisfied

Tell us. Ask for your complaint to be reviewed and it will be looked at again by someone who was not involved in the original response.

Nothing in this procedure affects your legal rights, and you are free to seek independent advice at any point.

5. Complaints about a driver assessment outcome

Assessment findings represent an assessor’s professional judgement of what was observed during the session. If a driver or manager disagrees with a report, contact us and we will review the assessor’s records with them. Where a review identifies an error, we reissue the report. Where it does not, we explain the basis for the findings in writing.