Customer Complaints Procedure

At Oaks Driving School, we are committed to providing professional, safe and friendly driving tuition. We aim to ensure that every pupil receives a high standard of instruction and is treated fairly, respectfully and professionally.

Although we always strive to provide an excellent service, we recognise that occasionally things may not go as expected.

If you are unhappy with any aspect of our service, we welcome the opportunity to listen to your concerns, investigate the matter and put things right wherever possible.

As Oaks Driving School is operated by a sole trader, all complaints are handled personally by the driving instructor.

If you have a concern or wish to make a complaint, you can contact Oaks Driving School using any of the following methods:

• In person: Speak directly to your driving instructor.
• By telephone: Contact Oaks Driving School using the telephone number provided when booking lessons.
• By email: Use the email address provided when booking lessons.
• In writing: Send your complaint to the business address provided in your terms of business.

You can make a complaint verbally or in writing. We encourage written complaints where possible, as this helps ensure that we fully understand your concerns.

Please include:

• Your name and contact details.
• The date and approximate time of the incident.
• Details of the lesson or service concerned.
• A description of what happened.
• What you would like us to do to resolve the matter.

We aim to acknowledge all complaints within 3 working days of receiving them.

We will confirm that your complaint has been received and explain how it will be dealt with.

Every complaint will be treated seriously, fairly and without prejudice.

The investigation may include:

• Reviewing lesson records and pupil progress records.
• Reviewing relevant messages or correspondence.
• Considering any relevant payment or booking records.
• Reviewing the circumstances surrounding the complaint.
• Giving the pupil an opportunity to explain their concerns fully.

Where necessary, we may ask for further information to help establish the facts.

All complaints will be handled confidentially and information will only be shared where necessary and appropriate.

We aim to provide a full response within 10 working days of receiving the complaint.

If the matter requires further investigation and cannot be resolved within this period, we will explain the reason for the delay and provide an estimated timescale for our response.

Following the investigation, we will explain:

• What we have established.
• Whether the complaint has been upheld, partially upheld or not upheld.
• Any action we intend to take.
• Any proposed solution or remedy.

Where appropriate, possible resolutions may include:

• An explanation or clarification.
• An apology.
• Correcting an administrative or booking error.
• Providing a replacement lesson where appropriate.
• A refund where justified under our terms and conditions.
• Reviewing or improving our working practices to prevent a similar issue occurring again.

If you are not satisfied with our response, you can ask for your complaint to be reconsidered.

As Oaks Driving School is a sole-trader business, there is no separate manager or complaints department. However, we will review the original complaint, the investigation and the outcome to ensure that the matter has been dealt with fairly and reasonably.

We will provide a further written response explaining our final position.

If we are unable to resolve your complaint, you may seek further independent guidance.

For business or service-related complaints

You can contact Citizens Advice for guidance about your consumer rights and available options.

Website: www.citizensadvice.org.uk

For complaints about an instructor’s professional conduct or service

You can contact the Driver and Vehicle Standards Agency (DVSA), which regulates Approved Driving Instructors.

Email: instructorconduct@dvsa.gov.uk

Website: www.gov.uk/complain-about-a-driving-instructor

DVSA can investigate concerns about an instructor’s professional conduct and service. It cannot arrange refunds of lesson fees.

Any complaint involving inappropriate behaviour, discrimination, harassment, safeguarding, professional misconduct or concerns about road safety will be treated particularly seriously.

Where appropriate, immediate action will be taken to protect the pupil and others.

Serious concerns may need to be referred to the relevant authorities, including DVSA or the police, where appropriate.

Oaks Driving School will maintain a record of complaints received and how they have been resolved.

Records will include:

• Date the complaint was received.
• Nature of the complaint.
• Investigation undertaken.
• Outcome and any action taken.
• Date the complaint was closed.

All records will be handled securely and in accordance with applicable data protection requirements.

We will use complaints as an opportunity to review and improve the quality of our driving tuition.

No pupil will be treated unfairly, disadvantaged or discriminated against for raising a genuine complaint.

We encourage open communication and believe that dealing with concerns professionally helps maintain trust between the instructor and pupil.