Complaints Procedure

Our Commitment

At DriveThruL, we are committed to providing a high standard of service to every student and instructor. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently. If something has gone wrong, we want to hear about it so we can put it right and improve our service.

How to Submit a Complaint

You can submit a complaint using any of the following methods:

By Email

Send your complaint to info@drivethrul.co.ukwith the subject line "Complaint". This is the fastest way to reach us.

By Phone

Call us on 020 3397 7273. Our lines are open Monday to Friday, 7am to 8pm, and Saturday to Sunday, 8am to 6pm. If we are unable to take your call, please leave a voicemail and we will return your call within one working day.

By Post

Write to us at:

DriveThruL Driving School
Complaints Department
London
E14

What to Include in Your Complaint

To help us investigate and resolve your complaint as quickly as possible, please include the following information:

Your full name and the name used on your booking (if different)
Contact details including your email address and phone number
A clear description of the issue, including what happened and what you expected to happen
Relevant dates and times, including lesson dates and booking reference numbers if applicable
The name of the instructor involved, if applicable
Any supporting evidence such as screenshots, emails, or correspondence
Your desired outcome, so we understand what resolution you are looking for

Our Complaints Timeline

We follow a structured process to ensure every complaint is handled thoroughly and fairly:

Acknowledgement (within 48 hours)

We will acknowledge receipt of your complaint within 48 hours of receiving it. You will be given a reference number and the name of the person handling your case.

Investigation (within 14 days)

We will investigate your complaint thoroughly. This may involve speaking with the instructor involved, reviewing records, and gathering all relevant information. If we need more time, we will let you know and explain why.

Response (within 28 days)

You will receive a full written response within 28 days of your original complaint. This will include our findings, any action we have taken, and our proposed resolution. If you are unsatisfied with our response, you have the right to escalate.

Possible Outcomes

Depending on the nature and findings of our investigation, outcomes may include:

A formal apology
A full or partial refund of fees paid
Free replacement or additional lessons
A change of instructor at no extra cost
Changes to our processes to prevent the issue recurring
Disciplinary action against the instructor, where appropriate

Escalation

If you are not satisfied with our response, or if we have not resolved your complaint within 28 days, you have the right to escalate the matter.

DVSA ADI Registrar

For complaints relating to the conduct or standard of an Approved Driving Instructor (ADI), you can contact the DVSA ADI Registrar:

Online: www.gov.uk/complain-about-a-driving-instructor
Phone: 0300 200 1122
Email: adi@dvsa.gov.uk

Other Options

You may also seek advice from:

Citizens Advice for general consumer rights guidance
Trading Standards for issues relating to unfair trading practices

Contact Us

If you would like to discuss a concern before submitting a formal complaint, or if you have any questions about this procedure, please do not hesitate to get in touch:

Email: info@drivethrul.co.uk
Phone: 020 3397 7273

We value your feedback and are always working to improve. If you have a general suggestion rather than a complaint, please contact us.