Complaints Policy

Version: 1.0
Updated: 18th April, 2023

At Shift Driving School, we strive to provide the highest quality of service to our customers. However, we understand that there may be occasions when a customer may wish to make a complaint. We take all complaints seriously and aim to resolve them promptly and fairly. This policy outlines the process for making a complaint and our commitment to resolving complaints.

Making a Complaint
If you have a complaint about any aspect of our service, you can raise it with us by:

• Speaking to your driving instructor or a member of our office team in person or over the phone
• Emailing us at complaints@shiftdrivingschool.co.uk
• Writing to us at Shift Driving School, Clavering House, Clavering Place, Newcastle Upon Tyne, Tyne & Wear NE1 3NG

When making a complaint, please provide as much detail as possible, including the date and time of the incident, the name of the instructor or staff member involved, and any other relevant information.

Complaints Procedure
Once we receive a complaint, we will acknowledge it within 48 hours and provide you with an estimated time frame for resolving the issue. We will then investigate the matter thoroughly and provide you with a written response within 10 working days. In some cases, we may need to take longer to fully investigate the issue, in which case we will provide you with regular updates on the progress of the investigation.

If you are not satisfied with our response, you have the option to appeal the decision within 7 working days. To do so, please provide us with a letter outlining the details of your appeal. This can be sent via any of the methods listed above. Your appeal will be reviewed by a member of staff who was not involved in the original investigation. They will provide you with a final response within 10 working days.

We hope that we can resolve any complaints or issues you have with our service through our internal complaints procedure. However, if you are still not satisfied with the outcome after following our complaints procedure and receiving a final response from a senior member of staff, you have the right to escalate your complaint to the Driver and Vehicle Standards Agency (DVSA) by clicking here.

Please be advised that you are at liberty to contact the Driver and Vehicle Standards Agency (DVSA) directly at any stage during the investigation, and are not obliged to engage our services as an intermediary. However, we earnestly implore you to grant us the chance to resolve any concerns internally before escalating the matter, as we are dedicated to providing our customers with the utmost standard of service.

We take confidentiality seriously and will only share information about your complaint with those who need to know in order to investigate and resolve the issue. We will keep a record of your complaint and our response in accordance with our data protection policy.

We value all feedback, including complaints, as an opportunity to improve our service. We will review all complaints and use them to identify areas where we can improve. We will also share feedback with our team to ensure that we are constantly striving to provide the highest quality of service to our customers.