Complaints Policy & Procedure

Target 22 Motorcycle Training is committed to providing professional, fair, safe and inclusive motorcycle training services.

We take all complaints seriously and aim to resolve concerns promptly, fairly and transparently. This policy outlines how complaints can be raised, investigated and resolved.

This policy reflects our commitment to customer service, equality, accessibility and compliance with applicable UK legislation.

1. Scope

This policy applies to complaints relating to CBT training, full licence training, advanced rider training, instructor conduct, customer service, booking processes, website or payment systems, equality, accessibility or communication concerns, data protection concerns and any other services provided by Target 22 Motorcycle Training.

2. Relevant Legislation & Guidance

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Electronic Commerce Regulations 2002
  • Equality Act 2010
  • UK GDPR
  • Data Protection Act 2018
  • DVSA CBT Guidance and Standards
  • Alternative Dispute Resolution for Consumer Disputes Regulations 2015

3. Our Commitment

Target 22 Motorcycle Training will treat all complainants fairly and respectfully, consider reasonable adjustments for customers with disabilities, neurodiversity or communication difficulties, investigate complaints impartially, maintain confidentiality where appropriate, respond within reasonable timescales and learn from complaints to improve our services.

4. How to Make a Complaint

Email: hello@t22mt.co.uk
Phone / WhatsApp: 07398 359 193
Post: Target 22 Motorcycle Training, Unit 6 Applins Farm, Farrington, Dorset DT11 8RA

5. Accessibility & Additional Needs

We recognise that some customers may require additional support when communicating concerns or complaints. Reasonable adjustments may include communication by email rather than telephone, additional response time, support from a parent, carer or advocate and simplified
written communication where appropriate.

6. Complaint Handling Process

Stage 1 – Acknowledgement
Complaints will normally be acknowledged within 5 working days.

Stage 2 – Investigation
Complaints will be reviewed by management and investigated appropriately.

Stage 3 – Outcome / Resolution
A formal written response will normally be issued within 14 working days.

Stage 4 – Escalation / Final Review
Where dissatisfaction remains, a final management review may be requested within 14 days