Complaints Policy and Procedure

Isle of Man TT Marshals Association Ltd Complaints Policy/Procedure

Definition of a Complaint

For the purpose of this policy a complaint is an expression of dissatisfaction, whether justified or not, about any aspect of marshalling services provided by Isle of Man TT Marshals Association Ltd (‘IOMTTMA’).

Confidentiality

All complaint information will be handled sensitively. Only the persons who require to know will be advised and relevant data protection requirements will be adhered to.

Receiving Complaints

If anyone should wish to make a complaint they should contact a Director or the Chairman via telephone on 01624 618191 or by writing to Isle of Man TT Marshals Association Ltd, The Grandstand, Douglas, IM2 6DA or via e-mail to office@iomttmarshals.com. The Manager will then explain our complaints process which is for IOMTTMA to receive a written account by post or by e-mail.

Resolving Complaints

A Director at the IOMTTMA will be appointed to investigate the complaint and take the appropriate action. Unless the complaint can be resolved by the end of the following business day the IOMTTMA will provide a written acknowledgement within 5 days of receiving it and with that acknowledgement the IOMTTMA will send a copy of this procedure. The acknowledgement will state when the complainant should expect a reply.

If the complaint relates to a specific person within the IOMTTMA, they will be informed and given a fair opportunity to respond.

Ideally the IOMTTMA should have completed its investigations and findings within two weeks. If this is not the case then a progress report will be sent to the complainant with an indication when a full reply will be given. Whether or not the complaint is justified, the reply to the complainant should describe the action taken to investigate, the conclusions and any action taken as a result of the complaint.

If, after the IOMTTMA has had a reasonable opportunity to deal with the matter, the complainant remains dissatisfied, he/she may be eligible to take the complaint direct to the Auto Cycle Union, which can be contacted on admin@acu.org.uk