Complaints and Appeals Policy

YUGO Driving School is committed to;

• Providing an environment in which complaints or appeals are responded to promptly, with minimum distress and maximum protection to all parties.
• To ethical and responsible management, and a visible, accessible and fair complaints or appeals handling process with a view to achieving mutually acceptable and fair outcomes.
• Viewing client complaints and appeals as providing an opportunity to review and improve its policies and practices, and also to gain insight into levels of client satisfaction.
• Adopting an ethical and professional approach to handling complaints and appeals.
• Respect for privacy and confidentiality wherever possible within the constraints of the need to fully investigate the complaint or appeal.
• Mutually acceptable resolution being reached through negotiation, conciliation and/or mediation.
• Viewing complaints and appeals as opportunities for improvement

The Complaints and Appeals Procedure can be found in the OM Work Instructions.