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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.

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Saman K.
I passed my driving test last weekend, I want to say huge thanks to my instructor Lisa baour, she's been amazing mentor throughout the process. I'm from different country and I didn't have any driving experience before, so I had to learn everything from the scratch, she's been calm and polite from the very beginning, that help me lot to boost my confidence and take out my driving nervousness. Thank you so much Lisa and shift for making me a better driver, i higly recommend Lisa and shift, you won't be disappointed..cheers 🍻🍻
Megan W.
100% recommend Shift to anyone looking to learn. Simon is an excellent instructor, so calm and confident, took his time to understand me and how I learn best so that I could become a confident driver. Passed today with only 1 minor fault!
Silas T.
I highly recommend Shift Driving School Gateshead for beginners or anyone with some prior experience. Their website is excellent, and the app is incredibly user friendly, it makes booking lessons, tracking progress, making payments, and setting your availability so simple.

One of the things that impressed me most was how quickly Shift matched me with an instructor. Within a week of purchasing my package, I was driving. Other companies I contacted took over two weeks just to respond and told me I’d be waiting up to five weeks for an instructor. Choosing Shift was definitely the best decision I made.

I had Simon as my instructor, and he was fantastic. He was super flexible with my hectic schedule, gave me honest and constructive feedback, and used the app to track my progress so I could clearly see what I needed to work on and what I was already doing well. This made the lessons streamlined and efficient.

Simon also gave me the confidence to believe I was ready before I even felt it myself and he was right. Thanks to his teaching, I passed my driving test with zero faults (not even a single minor!).

Overall, Shift offers great cars (Mercedes 😉), an easy to use system, and most importantly, excellent instructors. Huge thanks to Simon for making the learning experience such a positive one!
Garry D.
Highly recommend Shift Driving School. They were an absolute pleasure to deal with from start to finish. Special shout out to my instructor Hassan, who taught me from scratch in just under 6 months. I had no previous driving experience at all and he talked through the steps and skills needed clearly, always supportively pushing me to be my best. Delighted to have passed at first attempt! Couldn’t have done it without the team at Swift and Hassan. Thank you!
Megan W.
Passed with Simon today! He’s an outstanding instructor, so much patience and understanding, especially for neurodivergent learners. My confidence developed massively whilst learning with Simon. Also big shout out to the whole team, especially Lewis, for being so reassuring when I first reached out about lessons. I’d recommend these guys to anyone.
Denise W.
I 10000000% recommend this driving school my instructor has been appsalutly amazing he had so much patience and really helped me through all my lessons then he recommend me a nervous course which really helped me as I really struggled with my nerve on my test but I finally done it and passed my test and I wouldn't have been able to do it if it wasn't for lewis so thank u sooooo much :)
Benjamin M.
Lewis is a great instructor very patient, clear, and encouraging he made learning to drive feel easy and enjoyable highly recommend.
Webdeco.
What a great company to not only learn to drive with, but to actually work with too. We would highly recommend Shift without a doubt.
Garry D.
Highly recommend Shift Driving School. They were an absolute pleasure to deal with from start to finish. Special shout out to my instructor Hassan, who taught me from scratch in just under 6 months. I had no previous driving experience at all and he talked through the steps and skills needed clearly, always supportively pushing me. Delighted to have passed at first attempt! Couldn’t have done it without the team at Shift and Hassan. Thank you!
Thanh T.
I just passed my driving test. With many thanks to Simon instructor at Shift driving school. I learned a lot and Simon was very patient and guide me well. I am grateful for the excellent teaching and kind lessons I had. Definitely recommend.