Last Updated: [Insert Date]

At ABZ Driving School, we are committed to providing the highest standard of driving tuition and customer service. We recognise that there may be occasions when you feel our service has fallen short of expectations. This complaints procedure explains how you can raise a concern and what you can expect from us in response.

We take all feedback seriously, viewing it as an opportunity to learn and improve. This procedure is designed to be fair, transparent, and accessible to all our pupils.

1. Our Commitment to You

• We will handle your complaint fairly, sensitively, and without bias.
• We will acknowledge your complaint promptly.
• We will keep you informed of the progress of our investigation.
• We will provide a clear explanation of our findings and any actions we will take.
• We will treat you with courtesy and respect throughout the process.

In return, we ask that you communicate your concerns clearly and respectfully to our staff.

2. What You Can Complain About

You can raise a complaint about any aspect of the service provided by ABZ Driving School or its instructors. Common examples include, but are not limited to:

• The standard of driving tuition received.
• The conduct, punctuality, or professionalism of an instructor .
• Issues with booking, scheduling, or the cancellation policy.
• The condition or safety of the tuition vehicle.
• Billing disputes or issues with prepaid lesson packages.

3. Informal Resolution (Stage 0)

Many issues can be resolved quickly and amicably without a formal process. If you are unhappy with any aspect of your tuition, we encourage you to first speak directly with your allocated driving instructor. They are best placed to address your concerns immediately. Often, a simple misunderstanding can be cleared up through direct conversation.

If you do not feel comfortable speaking to your instructor, or if the issue remains unresolved after your discussion, you may proceed to the formal complaint stages.

4. Formal Complaint Process

Stage 1: Lodging a Formal Complaint

To initiate a formal investigation, please submit your complaint in writing. This ensures all details are accurately recorded. You can submit your complaint via:

• Email: [Insert your designated complaints email address]
• Post: The Complaints Manager, ABZ Driving School, [Insert Business Address]

What to include in your complaint:
To help us investigate efficiently, please provide as much detail as you can, including:

• Your full name and contact details (email and phone number).
• The name of your driving instructor.
• The date(s) and time(s) of the lesson(s) concerned.
• A clear and concise description of the issue, including any relevant facts.
• Information on what has already been discussed with the instructor, if applicable.
• An explanation of what you would like us to do to resolve the matter.

Our Response:
We will acknowledge receipt of your written complaint within 5 working days . Our acknowledgement will confirm who is handling your case and outline the next steps.

Stage 2: Investigation

Your complaint will be thoroughly investigated by a manager or a designated senior person who is not directly implicated in the matter. The investigation may include:

• Reviewing lesson records and any correspondence.
• Speaking to the instructor and any other relevant parties.
• Reviewing vehicle maintenance logs or dashcam footage, if relevant.

We will treat all information in strict confidence and only use it for the purpose of resolving your complaint.

Stage 3: Resolution and Final Response

We aim to conclude our investigation and provide a full, final written response within 20 working days from the date we acknowledged your complaint .

If our investigation is complex and requires more time, we will inform you of the delay and provide a revised timescale, which will not exceed 30 working days from the date of acknowledgement .

Our final response will include:

• A summary of our findings.
• An explanation of our decision.
• Details of any corrective actions we will take, such as additional training for an instructor, a revised lesson plan, or a financial remedy (e.g., a refund or replacement lesson), where deemed appropriate.

5. Appeals and External Escalation

If you are not satisfied with our final response, or if we have not resolved your complaint within 30 working days, you can escalate your complaint.

The Approved Driving Instructor Registrar
As our instructors are regulated by the Driver and Vehicle Standards Agency (DVSA), you have the right to report serious concerns about an instructor’s professional conduct, fitness to instruct, or any illegal activity directly to the DVSA . You can do this even without completing our internal process.

• DVSA Intelligence Unit: enquiries@dvsa.gov.uk or call 0800 030 4103 .
• These routes are for complaints about an individual instructor’s conduct, not general customer service disputes .

Alternative Dispute Resolution (ADR)
For unresolved service disputes, you may consider using a certified Alternative Dispute Resolution provider. While we are not currently a member of a specific ADR scheme, we can agree to use a mutually acceptable provider if we deem it necessary to reach a fair resolution. You can find details of certified ADR providers on the Chartered Trading Standards Institute website.

6. Recording and Learning

We maintain a confidential record of all formal complaints and their outcomes for a period of 6 years. This information is reviewed annually by our management team to identify any trends and to drive continuous improvement in the service we provide to all our pupils.

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ABZ Driving School Contact:

• Email: [Insert Email Address]
• Phone: [Insert Phone Number]
• Address: [Insert Business Address]