Complaints policy

We want every learner to have a good experience. If something has gone wrong, we want to know so we can put it right and learn from it.

#How to complain

Send us a message using our contact page, choosing the topic that fits best. Please tell us:

• your name, and the email or mobile number on your account
• what happened, and when (including lesson dates if it's about a lesson)
• what you'd like us to do to put it right

You can also ask someone else, such as a parent, to complain on your behalf, if you tell us you're happy for them to.

#What happens next

1. We acknowledge your complaint within 5 working days.
2. We look into it. We'll review the records in our system, and speak to the instructor or staff involved where relevant.
3. We reply in full within 15 working days. If it's complicated and we need more time, we'll tell you why and when you can expect our reply.

Our reply will explain what we found, and what we'll do. If we got something wrong, we'll say so, and offer a fair remedy, such as a refund, a free lesson, or a change to how we work.

#If you're not happy with our reply

Tell us, and a senior member of our team who wasn't involved will review your complaint and reply within 15 working days. That will be our final response.

#Other places you can go

• Concerns about an instructor's conduct or standard of teaching. All our instructors are registered with the Driver and Vehicle Standards Agency (DVSA). You can complain about a driving instructor to DVSA.
• Advice on your consumer rights. The Citizens Advice consumer helpline can give free, impartial advice (0808 223 1133).
• Your personal information. You can complain to the Information Commissioner's Office.
• Court. You can bring a claim in court, for example through the small claims track for lower-value claims.

Making a complaint doesn't affect your legal rights.