Driving Lessons in Burton on Trent and Derby… Book Now
- Burton on Trent
- info@nationwidedrivingschool.uk
- 08000489075
Driving Lessons in Burton on Trent and Derby… Book Now
Nationwide Driving School takes customer complaints seriously. This policy explains how complaints are handled fairly, professionally and consistently.
Our aim is to review concerns properly, consider information from all relevant parties, and reach a fair outcome based on the evidence available.
Complaints should be sent in writing to:
info@nationwidedrivingschool.uk
To help us review the matter properly, the complaint should include:
We aim to acknowledge complaints within 2 working days.
We may ask for further information if the complaint is unclear or if more details are needed.
Once a complaint is received, Nationwide Driving School may review:
Where a complaint relates to an instructor, the instructor will normally be asked to provide their response.
Nationwide Driving School does not automatically take the side of either the pupil or the instructor.
We review the information available from all parties and make decisions based on the balance of evidence.
Where allegations are disputed and cannot be independently verified, we may be unable to make a finding in favour of either party.
Complaints are assessed using the information and evidence available.
Allegations alone may not be enough to support a finding, refund, disciplinary action or other outcome.
Where possible, complainants should provide dates, times, screenshots, messages, recordings or other supporting evidence.
Refund requests will be considered as part of the complaint review.
Driving lessons are a service. Lessons already attended and completed are generally treated as services delivered.
A refund will not automatically be offered simply because a pupil is unhappy after lessons have taken place, unless the evidence supports that the service was not provided with reasonable care and skill.
To keep a clear record, complaint communication should be made by email only.
Repeated phone calls, WhatsApp messages, abusive language, threats, harassment or discriminatory behaviour towards staff or instructors may affect how communication is managed.
We aim to complete complaint reviews within 10 working days where possible.
Some complaints may take longer if we need to review records, speak with instructors, request further evidence or consider complex information.
Once the review is complete, Nationwide Driving School will provide a written outcome.
The outcome may include:
Once a final response has been issued, the complaint will usually be considered closed.
If new evidence is provided after the final response, Nationwide Driving School may decide whether the matter should be reviewed again.
We understand complaints can be stressful. However, all parties are expected to communicate respectfully.
Abusive, threatening, racist, discriminatory, intimidating or harassing behaviour towards Nationwide Driving School staff, instructors or representatives will not be tolerated.
