Complaints Procedure

Bikeability Near You

Your school may already have signed up to receive Bikeability sessions! Contact your school direct to find out if sessions are scheduled for this year. If not, or there’s something in particular you’d like to learn, search for Bikeability providers in your area.

Local Authority

Bikeability Scotland

Looking for Bikeability training in Scotland? Visit the Bikeability Scotland website.

A complaints policy sets out a procedure that you as an organisation will follow when you receive a complaint from users of your service, another organisation or a member of the general public. It should define the standard that customers can expect from you.

A good complaints policy should be:

Open, easily accessible, well publicised and available in other formats if required
Simple to use and understand
Confidential – for staff and customers
Quick – responding to complaints promptly within the agreed timescales
Easy to track in terms of progress and outcomes
Comprehensive – dealing with all issues raised by customers and give an effective reply and appropriate remedy
Fair for customers and staff – all complaints should be investigated thoroughly and objectively with the provision for an independent review
Flexible – the objective being to resolve problems rather than just follow a series of steps

Your organisation may have an approved set of procedures in place which you can use as part of your cycle training course management. The two guidance documents below have been provided to help you design your own policy:

Download Complaints Policy Organisations Guidance (513)
Download Complaints Policy Sole Traders Guidance (658)