Help Centre

For any concerns or complaints about your driving lessons or instructor, please use our webform as the primary means of contact. This ensures a prompt and organized response from our Customer Services Team.

The fastest way to report a complaint is through our webform. You can also contact us via email, live chat, or as a last resort, phone. Please provide as much detail as possible to assist in the resolution process.

After submitting your complaint, our Customer Services Team will review it and may contact you for additional information. We aim to resolve complaints efficiently, escalating them as necessary.

The resolution time varies depending on the nature and complexity of the complaint. We strive for a prompt response and will keep you informed throughout the process.

If you’re not satisfied with your instructor, please submit a request through our webform. Our team will assist in finding you a new instructor that matches your needs.

If you wish your feedback to be kept confidential, we will honour this. We take privacy seriously and ensure that concerns are addressed respectfully.

Serious complaints such as discrimination or harassment should be reported immediately by email. We take these issues seriously and will take appropriate action.

To discuss a refund, please contact us via our webform or live chat. We will review your situation in accordance with our refund policy.

Positive feedback is always welcome and can be submitted through our webform, email, live chat, or phone. We love to share your positive experiences with our team and instructors. You can also leave reviews on our Trustpilot page.

You are currently on the right page for detailed information about our complaint handling process. Scroll through this section for comprehensive guidelines and procedures that ensure all your concerns are addressed efficiently and effectively.

Our refund policy varies depending on the circumstances of the cancellation. If you’ve booked through our Bookings Team or website, please contact us for a refund. If you’ve paid your instructor directly, please discuss the refund with them. Note that usually a 24-hour notice is required for lesson cancellations to avoid charges, although instructors can also set their own terms and conditions regarding this.

To request a refund, please contact our Customer Services team via phone, email, or social media. They will guide you through the process based on whether you paid through our Bookings Team or directly to your instructor.

Yes, there are full and partial refunds. Full refunds apply to cancellations before lessons commence. Partial refunds may apply to block bookings where some lessons have been taken. Your instructor may charge the full hourly rate for lessons already conducted if a block booking is cancelled.

If your instructor is unable to continue your lessons and you have outstanding prepaid lessons, you’re entitled to a refund. Contact our Customer Services team for assistance.

Refund processing typically takes 3-5 working days once approved, but this can vary depending on the payment method and specific circumstances.

Yes, if you prefer, we can try to reallocate you to another instructor, depending on instructor availability and your specific requirements.

For payments made directly to instructors, you’ll need to contact the instructor for your refund. We can assist in communication if needed, but as our instructors are self-employed franchisees, they handle these payments directly.

If you encounter any issues or delays with your refund, please contact our Customer Services team immediately. We’re committed to ensuring a smooth and fair refund process.

If you wish to change instructors, please contact our Customer Services Team via phone, email, or social media. We will assist you in finding a new instructor based on your specific requirements and availability.

In the event your instructor can no longer provide lessons, our Customer Services Team will help you find a new instructor. We aim to ensure minimal disruption to your learning experience.

If an instructor declines your initial booking, we will work promptly to find you an alternative instructor. Our team will guide you through the options available and help you get started with your lessons as soon as possible.

Switching instructors should not incur additional costs. However, if there’s a difference in lesson rates between instructors, we’ll discuss the options with you, including using any outstanding amount towards the next lesson or refunding the difference.

Our Customer Services Team will review available instructors in your area and suggest the best matches based on your location, transmission type preference, and lesson requirements. We’ll guide you through the booking process with your new instructor.

If there are no immediately available instructors in your area, we will advise you on the expected wait time and keep you updated. We regularly have instructors opening their diaries, so we encourage you to check back with us.

Your satisfaction is paramount. If you’re not happy with the new instructor, please let us know immediately. We will do our best to find another suitable instructor or explore other solutions to meet your needs.

If you have not heard from your instructor and you have a lesson booked, please fill out our ‘Arranging Lessons’ form available at Bill Plant Lesson Arrangement Form. This will alert us and prompt your instructor to contact you.

Once you submit the form, we aim to facilitate communication with your instructor as soon as possible. Typically, you can expect a response within 1-2 business days.

If you have not received a response from your instructor within 2 business days after submitting the form, please contact our Customer Services Team for further assistance.

Your instructor’s contact details are provided at the time of your booking confirmation. If you need these details again, you can request them via the ‘Arranging Lessons’ form or contact our Customer Services Team.

Yes, if communication issues persist, we are committed to ensuring your learning is not disrupted. Contact our Customer Services Team to discuss the option of being reallocated to a new instructor.

We regularly review our instructors’ communication standards and provide training to ensure consistent and reliable communication. We also monitor feedback to address and resolve any emerging issues.

In cases where an instructor has failed to make contact and a lesson cannot be rescheduled, you may be eligible for a refund. Please contact our Customer Services Team to discuss your specific situation.