What if I need to contact DRIVE?

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 Customer Service Policy below:

DRIVE Customer Service Policy

1. Email Us: This will give us the opportunity to address your concerns immediately. We will give you immediate notification of receipt.
 
For Customer Services: please email our Customer Services Team: Customer Services

For Training Support: please email our Training Support Team: Training Support

 
If we have not replied with notification of receipt within 12 hours, please email us again as emails do go astray, forwarding a copy of the previous email.

We will formally reply within 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.

Make a ‘Formal Complaint’

2. If you are still not satisfied, please formally write to us with a RECORDED delivery letter at:
 
DRIVE Customer Services
Fusion Hive,
North Shore Road,
Stockton-on-Tees,
TS18 2NB
 
We will give you immediate notification of receipt and will formally reply within 28 days.
 
In all instances, you will be asked to consult the course Terms and Conditions so please ensure you keep a copy 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

DRIVE Money Back Guarantees

Our course comes with 3 ‘Money Back Guarantees’. Details and Terms are outlined below.

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;
  • if you take up a Trainee Licence any additional training necessary to meet the DVSA requirements is approved by us;
  • you MUST have completed the DVSA testing process once and be studying DRIVEOnline in your ‘second cycle’* having passed Part 1 again.
  • you have attended an assurance session** before your 2nd attempt at Part 2 or Part 3 of the second cycle, should you not pass on first attempt.
  • you MUST follow the trainer’s advice implicitly.

*(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:

  • 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;
  • you MUST be in possession of your ADI Licence;
  • you MUST NOT have worked on a Trainee Licence elsewhere without our explicit consent and any additional training necessary to meet the DVSA requirements is approved by us;
  • *(if required)Second Cycle refers to restarting the DVSA process following 3 x test failures at Part 2 or Part 3. Please see DVSA regulations for further details.

DRIVE ’30k pa Guarantee’ Terms and Conditions

 
Should you earn (gross – ie before any deductions) less the £30,000, we will refund your training fees in full to help cover the difference for 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:

  • all terms in your DRIVEOnline Training Agreement have been/were met in full;
  • all payments are/were up to date and made promptly when due;
  • you completed DRIVEOnline as prescribed by us on both first and second cycles*;
  • you presented all completed DRIVEOnline materials upon request as per the DRIVEOnline Training Agreement;
  • you join the ‘DRIVE Partner School’ on a ‘full time’ basis (40 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.
  • 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;

 

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.

Would you like to work with DRIVE?

If you would like to know more about working for DRIVE, simply
request your free 'Work With Drive Starter Pack for full details

Get your free Starter Pack Here

Get In Touch

If you would like to talk to someone about working with DRIVE or
have questions, please get in touch

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