Customer Service

Customer Service

Customer service pledge & complaints policy

Customer Service Pledge

OUR SERVICE STANDARDS:
When you interact with us, we will: 
• Greet you in polite and friendly manner
• Help you with access or language requirements as best we can
• Provide you with advice and guidance to achieve your goals
When you telephone we will: 
• Answer your call in a polite and professional manner
• Answer your call as quickly as possible – our aim is to answer 80% of calls within 5 rings
• Respond to all messages left on voice mail or answer phones within 2 working days
When you write to us or email us we will:
• Acknowledge your letter or email within 3 working days
• Explain why it will take longer, if we cannot reply in full within 10 working days
• Reply to you in plain, jargon free English
• Respond by telephone where possible, especially if you have an urgent enquiry
When you train with us we will:
• Treat everyone as an equal but train you as an individual
• Strive to constantly improve the services we provide.

OUR PLEDGES TO YOU:
• To treat you with courtesy and respect
• To provide training services that meet your needs
• To be honest and open, take responsibility for your training and ensure you get the right advice and information
• To ensure all communication with us is clear and helpful
• To use your feedback to help us improve our training services in the future

WHAT WE ASK OF YOU:
• Please treat our staff and premises with respect and consideration
• Please be open and honest when describing your previous experience on 2 wheels.
• Please give us all the information we need to deal with your enquiry
• Please give us honest and constructive feedback so that we can improve our services in the future
• Please tell us if you have particular access, medical or language needs

We recognise on occasions we may get it wrong or not do something that you think should have been done
WHERE WE HAVE LET YOU DOWN WE WILL:
• Try to put things right straight away
• Give you an explanation as to what happened
• Agree a solution with you, where we can
• Use what we learn from our mistakes to help improve our services for the future

Complaints Policy

Advanced Riding Techniques Ltd, complaints procedure.

Everyone at ART wants you to get the most out of your lessons and training with us, and to have an enjoyable learning experience. We utilise your feedback, positive or negative, to improve our services an processes for the benefit of all of our customers.

In the regrettable event you feel you haven't received the best treatment from any member of staff, you have the right to make an offical complaint and to have this dealt with professionally and speedily. ART will take into account its duty to promote equality and diversity throughout this process.

We would hope any issues you have can be resolved informally by talking in the first case with your instructor or the operations director. If you feel uncomfortable with this, or doing this does not bring about a resolution that you are satisfied with, then our operations director will consider the circumstances surrounding your complaint and progress it as necessary.

All staff dealing with complaints, where appropriate, will seek guidance and advice from other internal and external sources in order to reach a mutually satisfactory resolution. However any information supplied by you will remain confidential for use only as part of the complaints process, Only staff directly involved with the complaint and any subsequent investigation will be given access to the details. the identity of all parties will be protected. Anonymous complaints will not be accepted.

Advanced Riding Techniques Ltd, including its assessors, servants and agents, will not tolerate at any stage being physically or verbally abused during any complaint. In the event of this occurring we reserve the right to communicate with you only through legal channels at your expense.
Any written communication must be addressed to our office please. 61-63 Gatwick Road, Crawley, West Sussex, RH10 9RD. 
(We do not receive mail at the training school or via our registered address!)                  

If you raise a complaint, Advanced Riding Techniques Ltd will:
  • Acknowledge receipt of you complaint by letter or email.
  • Tell you who will be dealing with your complaint
  • Tell you what action will be taken
  • tell you when you can expect a resolution
  • keep you informed of the advances being made with your case
Step 1: ART acknowledges there are two sides to every dispute therefore both parties will be given the opportunity to substantiate their version of the issue/incident. Full disclosure of any allegations or evidence will be made to both parties.

Step 2: All complaints will be recorded on a customer complaint log (CRM). The log will be closely monitored by ART's operations director throughout the process until a satisfactory resolution can be achieved.

Step 3: Any party involved in a meeting concerning the complaint has the right to be accompanied and represented by a person of his or her choice at every relevant stage of the procedure. ART staff have the right to be accompanied by the operations director or other representative.

Step 4: Where a complaint cannot be dealt with by a member of staff, it will be escalated to the managing director.

Step 5: You will be given the results in writing of any investigations as soon as possible after any conclusions have been reached.
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