Complaints Procedure

Pupils, parents, guardians and anyone else who has dealt with us can raise a concern about anything, including lessons, the instructor, bookings, payments and refunds, how we've communicated, how we've handled personal information, or how accessible our website and services are.

If someone is in immediate danger, call 999.

If you're worried about the safety or wellbeing of a child or young person, you can contact your local council's children's services, or the NSPCC helpline on 0808 800 5000. You can also tell us, and we'll take it seriously and pass it to the right authority where appropriate.

Many concerns can be sorted out quickly by speaking to your instructor. If you'd rather put it in writing, or you're not happy with the response:

• email fofabass@yahoo.com, or
• call 07939 737132, or
• use our contact form.

Please tell us your name, how to contact you, what happened and when (with a booking reference if you have one), and what you'd like us to do. You don't need to send anything else, and please don't include health or other sensitive details unless they're needed to explain the concern.

If you need help making a complaint, or would like to use a different format, just ask.

1. We acknowledge it. Awaiting confirmation: how quickly complaints are acknowledged
2. We look into it fairly. We'll review the booking records, messages and anything you've sent, and listen to everyone involved.
3. We tell you the outcome. We'll explain what we found and what we'll do to put things right, if anything. Awaiting confirmation: target time for a full response

If you're unhappy with our response, tell us why and ask for it to be looked at again. Awaiting confirmation: who carries out a further review, given the school is run by one instructor

You can also get free, independent advice at any time:

• Citizens Advice consumer helpline: citizensadvice.org.uk or 0808 223 1133.
• Personal information: the Information Commissioner's Office, at ico.org.uk.

Awaiting confirmation: whether the instructor is a DVSA Approved Driving Instructor, so the DVSA complaints route can be listed

Using this procedure doesn't affect your statutory rights or stop you from seeking independent advice or taking other action.

We use the information in your complaint only to look into it and respond, and share it only with people who need it to help resolve it, or where the law requires. Complaint records are kept for Awaiting confirmation: retention period for complaint records. See our Privacy policy.