Complaints Policy for Rated Driving

Last updated: 10/10/2024

At Rated Driving, we are committed to ensuring that our learner drivers receive the highest quality of service from the driving instructors we connect them with. As we act as an agent, our role is to facilitate the relationship between learners and instructors, but we take complaints seriously and aim to address them promptly.

If you are dissatisfied with any aspect of your experience, we encourage you to follow the procedure below to ensure your concerns are handled effectively.

Step 1: Raise the Issue with Your Instructor

As Rated Driving acts as an agent, the first step is to raise any concerns directly with your driving instructor. They are self-employed professionals and will be responsible for addressing most issues related to their services, such as lesson quality, timekeeping, and behaviour.

You should aim to:

  • Communicate your complaint clearly and directly with your instructor.
  • Provide as much detail as possible about the issue, including specific dates or lessons, if relevant.
  • Give your instructor a reasonable opportunity to resolve the matter.

Step 2: Contact Rated Driving

If you are unable to resolve the issue directly with your instructor or feel uncomfortable doing so, please contact Rated Driving so we can assist in mediating the issue. While we are not responsible for the services provided by the instructors, we will do our best to ensure that the situation is resolved to your satisfaction.

You can contact us in one of the following ways:

When contacting us, please provide:

  • Your full name and contact details.
  • The name of the instructor.
  • A clear description of the issue, including any relevant dates and communications with the instructor.
  • Any supporting evidence, such as emails, text messages, or lesson records.

Step 3: Review and Response

Once we have received your complaint, we will acknowledge it within 3 working days and begin investigating. We will:

  • Review all information provided.
  • Contact the driving instructor to hear their side of the issue, if necessary.
  • Facilitate communication between you and the instructor where appropriate.

Please allow up to 10 working days for a full response. We will do our best to resolve the matter within this timeframe but will inform you if more time is required.

Step 4: Final Decision

Once we have completed our investigation, we will provide you with a written response outlining:

  • The outcome of our investigation.
  • Any actions taken or recommendations made.
  • Our final decision on the matter.

If we are unable to reach a satisfactory resolution, you may still pursue independent advice, speaking with the DVSA or legal guidance if needed.

You can complain about your driving instructor to the DVSA, the governing body for driving instructors.

Feedback and Continuous Improvement

At Rated Driving, we value feedback and use it to continuously improve our services. Even if your issue is resolved, we encourage you to share your thoughts so that we can improve the experiences of future learners.

Thank you for choosing Rated Driving, and we look forward to helping you achieve your driving goals.