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Complaints Policy

Complaints Policy & Procedure

Our Commitment

At 123HGV Ltd, we are committed to delivering professional, high-quality HGV, PCV, CPC, and driver training services. We aim to provide every customer with a positive experience from initial enquiry through to course completion.

Whilst we strive to maintain high standards at all times, we understand that issues can occasionally arise. When this happens, we encourage customers to contact us promptly so that concerns can be addressed quickly and fairly.

How To Make A Complaint

Complaints can be submitted using any of the following methods:

When making a complaint, please provide:

  • Your full name
  • Booking reference, if applicable
  • Contact details
  • Full details of the complaint
  • Relevant dates, times, locations, or instructor names
  • Any supporting evidence where applicable

Providing clear information will help us investigate your complaint as efficiently as possible.

Complaint Timeframes

To allow us the opportunity to investigate and resolve concerns promptly, any issues, disagreements, or complaints regarding our service must be raised on the day the issue occurs, either directly with your instructor or by contacting our office.

Complaints relating to practical driving courses must be received within 10 calendar days of the event occurring or the course being completed.

Please note that we will not accept complaints once training has been completed and outside of these timeframes.

Our Complaints Procedure

Stage 1 – Complaint Receipt

Once a complaint is received:

  • The complaint will be logged on our internal system
  • Details of the issue and proposed actions will be recorded
  • An acknowledgement or initial response will normally be provided within 5 working days

Stage 2 – Investigation

We undertake to investigate all complaints properly, fairly, and impartially.

This may involve:

  • Reviewing booking records
  • Speaking with instructors or staff involved
  • Reviewing relevant documentation or communications
  • Requesting further information from you where necessary

Stage 3 – Resolution

We aim to resolve complaints within 3 working days wherever possible.

Some complaints may require a longer investigation period. Where this happens, we will keep you updated regularly and explain any delays.

Where corrective action is required, we will undertake this as quickly as reasonably possible.

Standards of Behaviour

We appreciate that complaints can sometimes be frustrating; however, we expect all communication to remain respectful and professional.

We will not tolerate abusive, threatening, discriminatory, foul, offensive, or inappropriate language towards our staff, instructors, or representatives. Our team deserve to be treated with courtesy and respect at all times.

Confidentiality

All complaints are treated confidentially and handled in accordance with our data protection obligations. Information shared during the complaints process will only be used for investigating and resolving the matter.

Continuous Improvement

Customer feedback helps us improve our services, training delivery, and customer experience. All complaints are reviewed internally to identify opportunities for improvement.

Last Updated: June 2026