Complaints Policy

We believe we offer a fantastic product and the service we provide in delivering this product is something we take very seriously.
 
In the unlikely event that you are not happy with anything to do with your course, please follow our Complaints Policy below:

DRIVE Customer Service Policy

We are dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels.

We have a complaints policy to ensure all complaints are handled as efficiently and effectively as possible.

DRIVE take all complaints seriously and all staff are trained and committed to rectifying a problem as soon as it is brought to their attention.
DRIVE aims to resolve complaints quickly, fairly and effectively.

We aim to ensure that:

– Making a complaint is as easy as possible;
– We treat a complaint as a clear expression of dissatisfaction with our service;
– We deal with it promptly, politely and when appropriate confidentially;
– We will respond in the correct way – for example, with an explanation, an apology or information on any action taken;
– We will learn from complaints and use them to improve that services that we offer;
– We review annually our complaints policy and procedures;

We want to ensure all customers are happy with the service they receive. Therefore, we ask that if you are dissatisfied that you bring this to our attention as soon as possible, by raising it with the customer service team.

Should this fail to provide a satisfactory resolution, please raise your complaint to the Complaints Manager on;

customer.care@trainwithdrive.co.uk

DRIVE
Fusion Hive
North Shore Road
Stockton on Tees
TS18 2NB

When you contact us please give us your full name and address, along with a full description of your complaint.

Once received, the Complaints Manager will acknowledge your complaint within 48 hours.

We will then investigate and aim to resolve any complaint made to us as soon as possible, but no later than 28 days.

In all instances, you will be asked to consult the course Terms and Conditions of the contract (which includes the pre-contract and contract information) which are available here.
 
Please ensure you keep copies safe for your records.

DRIVE Refund Policy

Once payment has been made, a Welcome Email will be sent to you within 24 hours. If you have not received them by this time, please contact us immediately. This email will include very explicit instructions for study and a set of course Terms and Conditions which outline your right to cancel.
 
If you are a consumer (i.e. you are not purchasing either wholly or in part for your business or you are not a business), in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right, in addition to your other rights, to cancel this Agreement within 14 days without giving reason and receive a full refund of any payment you have made to us. To exercise the right to cancel you must inform us of your decision to cancel this contract by email or registered post within 14 days starting the day after we send the Welcome Email (“cooling off period”). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cooling off period has expired. Once the cooling off period is over, you do not have the right to cancel and no refund is applicable.
 
However, if you wish to access the digital content immediately – i.e. sooner than the end of the 14 day right to cancel period – you can expressly request the start of the digital content. (You will be sent information on how to do this once you have joined).
In doing so and accessing the course, you are expressly requesting the start of the digital content and agreeing to the Terms and Conditions, thus acknowledging you are waiving Your right to a refund and to the 14 day ‘right to cancel’. This does not affect Your statutory rights under UK consumer regulations.
 
If you are unsure about or would like to discuss anything in the Terms, please contact us immediately. See our Contact Us page.

DRIVE Money Back Guarantees

Our course comes with 3 ‘Money Back Guarantees’. Details and Terms are outlined below. A ‘durable medium’ PDF version can be downloaded here: Guarantees

DRIVE Qualification Money Back Guarantee

Our course comes with a Qualification Money Back Guarantee. This guarantee is designed to give you the confidence in our training and product.

If you are unsuccessful in the DVSA Qualification Process we will provide retraining as necessary to prepare you to reattempt the DVSA Qualification process at no extra cost and if you are still unsuccessful, we will refund your course fee.

This guarantee is subject to you meeting the following terms and conditions – That:
• all payments are up to date and made promptly when due;
• you complete DRIVEOnline as prescribed by us on both first and second cycles*;
• you present all completed DRIVEOnline materials upon request;
• On the Trainee Licence additional, training to meet the DVSA requirements is completed fully and our advice is followed explicitly;
• you MUST have completed the DVSA testing process once and be studying DRIVEOnline in your ‘second cycle’* having started Part 1 again and failed x 3 attempts at P3 once more.
• you have attended an assurance session** before your 3rd attempt at Part 2 or Part 3 of the second cycle, should you not pass on first and second attempts.
• you MUST follow the trainer’s advice explicitly.

*(if required)Second Cycle refers restarting the DVSA process following 3 x test failures at Part 2 or Part 3. Please see DVSA regulations for further details.
** Assurance session will be with one of our Training Department heads and will be arranged if needed.

The Guarantee IS NOT in place to refund someone that simply wishes to end the course. Once the initial right to cancel period has expired, you are bound by the terms of the contract and no refund is available (except as described above).

DRIVE Placement Money Back Guarantee

Our course comes with a ‘Placement Money Back Guarantee’. This guarantee is designed to give you the confidence of a guaranteed position with a driving school upon qualification.

Once you have qualified and have your ADI Licence, we will arrange the set up of a franchised position with DRIVE or a partner school we will refund your training fee in full.

This guarantee is subject to you meeting the training terms above plus the following terms and conditions – That:
• as above, plus:
• you MUST be in possession of your ADI Licence;

DRIVE ’40k pa Guarantee’ Terms and Conditions

Should you earn (gross – ie before any deductions) less than £40,000, we will refund your initial training fee.

This will be paid in full no more than 30 days after receipt of your tax submission.

This guarantee is subject to you meeting the following terms and conditions – That:
• as above, plus:
• you join the ‘DRIVE Driving School’ and have worked on a ‘full time’ basis (35+ hours expected);
• you make yourself available to teach and do not refuse pupils referred to you;
• you agree to and complete any and all promotional activity as required by the Driving School, including use of all marketing and promotional tools;
• Have followed all of our support and advice in full;
• you agree to submit a copy of your first HMRC Self Assessment form (SA302) to us;
• all terms in your Driving School Franchise Agreement have been/were met in full;

DRIVE Test Fee Refund’ TERMS AND CONDITIONS

Once you have qualified, we will return the cost of 1 attempt at each test to you.

This will be paid in full no more than 30 days after receipt of your tax submission.

This guarantee is subject to you meeting the following terms and conditions – That:
• as above, plus:
• you MUST be in possession of your ADI Licence;
• you MUST submit to us proof of payment(s) within 28 days of you obtaining your ADI licence;
• we will pay this amount to you once your Driving School Agreement (minimum and subsequent periods) have ended and all terms as above have been met.

Designed to Help

These terms are all designed to help you succeed and ensure we all start out understanding what is required, but if you unsure about or would like to discuss anything in the Terms, please contact us immediately. See our Contact Us page for contact details.