Complaint Policy and Procedure

Martin Cracknell Trading as Cycle Mechanic 2 U

Mountain Bike Training & Qualifications
Bikeability • MIAS • MTA

1. Policy Statement

Martin Cracknell Trading as Cycle Mechanic 2 U is committed to providing high‑quality mountain bike training, assessment, and education through Bikeability, MIAS, and MTA courses. We aim to deliver services professionally, fairly, and safely.

We recognise that occasionally individuals may wish to raise concerns or complaints. This policy outlines how complaints will be managed and how they can be escalated when necessary.

2. Purpose

This policy sets out:

• How learners, clients, schools, and partners can raise complaints.

• How complaints will be recorded, investigated, and resolved.

• When and how complaints can be escalated to Bikeability, MIAS, or MTA.

3. Scope

This policy applies to all training and assessment delivered by [Your Company Name], including:

• Bikeability cycle training

• MIAS mountain bike instructor training and assessment

• MTA-linked leadership or technical training

• Bespoke MTB training sessions

It covers concerns related to:

• Course delivery

• Instructor behaviour or professionalism

• Assessment procedures

• Communication or administration

• Safety, equipment, and risk management

Note: Assessment decisions follow the awarding body’s Assessment Appeals Procedure.

4. Responsibilities

• Instructor/Trainer: Primary point of contact, responsible for investigating Stage 1 complaints.

• Business Owner: Same as above, as this is a single-provider company.

• Awarding Bodies (Bikeability, MIAS, MTA): Handle escalated complaints or concerns relating to standards or instructor conduct.

5. Complaint Procedure

5.1 Informal Resolution (Stage 1 – Recommended First Step)

Individuals are encouraged to raise concerns directly with the instructor during or after training.

Contact methods:

• Verbal discussion

• Phone: 07985709896

• Email: info@cyclemechanic2u.co.uk

Aim to resolve informal complaints within 5 working days.

5.2 Formal Complaint (Stage 2)

If informal resolution is not possible, a formal written complaint may be submitted by email or post.

Written complaints must include:

• Name and contact information

• Course/session details

• Full description of the issue

• Any supporting evidence

• Desired outcome

Formal complaints are acknowledged within 3 working days and responded to within 10 working days.

5.3 External Escalation (Stage 3)

If the complainant is dissatisfied with the Stage 2 response—or the complaint involves the conduct of the instructor—escalation is available.

Bikeability Trust: For Bikeability delivery or instructor behaviour.

MIAS (Mountainbike Instructor Award Scheme): For MIAS training or assessment concerns.

MTA / Mountain Training: For leadership or qualification-related issues.

Contact details will be provided upon request or depending on the course.

6. Principles of Complaint Handling

All complaints will be:

• Taken seriously

• Treated confidentially

• Investigated impartially

• Documented thoroughly

• Responded to promptly

7. Possible Outcomes

• Explanation or clarification

• Apology

• Adjustments to training delivery

• Improvements to safety or procedures

• Instructor CPD or additional training

• Referral to awarding bodies

• No further action if complaint is not upheld

8. Unreasonable Conduct

Unreasonable, abusive, or persistent behaviour may result in:

• Limited communication methods

• Suspension or closure of the complaint

• Referral to awarding bodies or authorities when necessary

9. Record Keeping

All complaints are recorded and securely retained for a minimum of 3 years.

10. Policy Review

This policy will be reviewed annually or sooner if:

• Requirements change from Bikeability, MIAS, or MTA

• The business grows or changes

• Feedback suggests improvements

Document Owner: Martin Cracknell
Version: 1.0
Review Date: 23/11/2026