The FORS Standard version 7.1
Everything you need to become FORS accredited
M9 Complaints
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Requirement
To review and act upon any complaint made against the fleet operation.
Purpose
To ensure that complaints are investigated and used to improve operational performance through the resolution of any issues identified.
Demonstration
FORS Operators shall have a policy and supporting procedure to manage complaints, grievances and objections made against the organisation or their drivers.
These include, but are not limited to:
- Complaints from customers
- Complaints from passengers
- Reports from members of the public
- Reports from the FORS Quality Assurance Team
- Grievances from members of staff
A procedure shall be in place that includes the action to be taken in the event of a complaint and how consequences are dealt with.
All complaints shall be recorded and investigated within 10 working days to identify whether control measures have failed and if operational improvements can be made. Any improvement action taken shall also be recorded.
The complaints procedure that covers the fleet operation may be included within an organisation-wide complaints procedure.
The policy, procedure and records relevant to complaints shall be:
- Documented and reviewed in accordance with requirement M1
- Retained in accordance with requirement M2
- Communicated in accordance with requirement M5
Prepare the following evidence
Complaints procedure
A documented procedure explaining how complaints, grievances and objections about your organisation, drivers or fleet operation are:
- Received and recorded
- Investigated
- Resolved
- Reviewed
Complaints register
Provide a register of all complaints relating to your fleet operation, including:
- Date received
- Source of the complaint
- Summary of the issue
- Investigation outcome
- Action taken
- Closure date
Investigating complaints
Provide records showing that:
- Complaints are investigated within 10 working days
- The outcome of each investigation is recorded
- Any corrective or improvement actions are recorded and completed
- Actions are reviewed to check they have been effective
You should also be able to show how complaints are used to identify where controls have failed and improve your fleet operation.
Resources for Bronze
Resources marked with a padlock require a FORS account.
Guides
- Bronze audit checklist (PDF)
- Bronze audit question set (PDF)
- Bronze audit toolkit (login required)
- Toolkits and guides
- FORS Driver Handbook policy packs
Training records
- Training
- Bronze training requirements
- FORS Professional Training Register (login required)
- FORS Training Dashboard (login required)