Complaints Policy

We are dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels.

We have a complaints policy to ensure all complaints are handled as efficiently and effectively as possible.

SmartDriving take all complaints seriously and all staff are trained and committed to rectifying a problem as soon as it is brought to their attention.

SmartDriving aim to resolve complaints quickly, fairly and effectively.

We aim to ensure that:
– Making a complaint is as easy as possible;
– We treat a complaint as a clear expression of dissatisfaction with our service;
– We deal with it promptly, politely and when appropriate confidentially;
– We will respond in the correct way – for example, with an explanation, an apology or information on any action taken;
– We will learn from complaints and use them to improve that services that we offer;
– We review annually our complaints policy and procedures;

We want to ensure all customers are happy with the service they receive. Therefore, we ask that if you are dissatisfied that you bring this to our attention as soon as possible, by raising it with the customer service team.

Should this fail to provide a satisfactory resolution, please raise your complaint to the Complaints Manager on;

customer.care@smartdriving.co.uk

SmartDriving
Fusion Hive
North Shore Road
Stockton on Tees
TS182NB

When you contact us please give us your full name and address, along with a full description of your complaint.

Once received, the Complaints Manager will acknowledge your complaint within 48 hours.

We will then investigate and aim to resolve any complaint made to us as soon as possible, but no later than 28 days.

Our course comes with 3 ‘Money Back Guarantees’. Full details and Terms that MUST be adhered to are outlined below. A ‘durable medium’ version can be downloaded here: Guarantee Terms

SmartDriving Qualification Money Back Guarantee

SMARTDRIVING QUALIFICATION MONEY BACK GUARANTEE
Our course comes with a Qualification Money Back Guarantee. This guarantee is designed to give you the confidence in our training and product.
If you are unsuccessful in the DVSA Qualification Process we will provide retraining as necessary to prepare you to reattempt the DVSA Qualification process at no extra cost and if you are still unsuccessful, we will refund your course fee.
This guarantee is subject to you meeting the following terms and conditions – That:
• all payments are up to date and made promptly when due;
• you complete SmartDriving iCoursePro as prescribed by us on both first and second cycles*;
• you present all completed SmartDriving iCoursePro materials upon request;
• On the Trainee Licence additional, training to meet the DVSA requirements is completed fully and our advice is followed explicitly;
• you MUST have completed the DVSA testing process once and be studying SmartDriving iCoursePro in your ‘second cycle’* having started Part 1 again and failed x 3 attempts at P3 once more.
• you have attended an assurance session** before your 3rd attempt at Part 2 or Part 3 of the second cycle, should you not pass on first and second attempts.
• you MUST follow the trainer’s advice explicitly.

*(if required)Second Cycle refers restarting the DVSA process following 3 x test failures at Part 2 or Part 3. Please see DVSA regulations for further details.
** Assurance session will be with one of our Training Department heads and will be arranged if needed.

The Guarantee IS NOT in place to refund someone that simply wishes to end the course. Once the initial right to cancel period has expired, you are bound by the terms of the contract and no refund is available (except as described above).

Placement Money Back Guarantee

Our course comes with a ‘Placement Money Back Guarantee’. This guarantee is designed to give you the confidence of a guaranteed position with a driving school upon qualification.
Once you have qualified and have your ADI Licence, we will arrange the set up of a franchised position with SMARTDRIVING or a partner school we will refund your training fee in full.
This guarantee is subject to you meeting the training terms above plus the following terms and conditions – That:
• as above, plus:
• you MUST be in possession of your ADI Licence;

’30k pa Guarantee’ Terms and Conditions

Should you earn (gross – ie before any deductions) less than £30,000, we will refund your initial training fee.
This will be paid in full no more than 30 days after receipt of your tax submission.

This guarantee is subject to you meeting the following terms and conditions – That:
• as above, plus:
• you join the ‘SMARTDRIVING Driving School’ and have worked on a ‘full time’ basis (35+ hours expected);
• you make yourself available to teach and do not refuse pupils referred to you;
• you agree to and complete any and all promotional activity as required by the Driving School, including use of all marketing and promotional tools;
• Have followed all of our support and advice in full;
• you agree to submit a copy of your first HMRC Self Assessment form (SA302) to us;
• all terms in your Driving School Franchise Agreement have been/were met in full

SMARTDRIVING Test Fee Refund’ TERMS AND CONDITIONS

Once you have qualified, we will return the cost of 1 attempt at each test to you.

This will be paid in full no more than 30 days after receipt of your tax submission.

This guarantee is subject to you meeting the following terms and conditions – That:
• as above, plus:
• you MUST be in possession of your ADI Licence;
• you MUST submit to us proof of payment(s) within 28 days of you obtaining your ADI licence;
• we will pay this amount to you once your Driving School Agreement (minimum and subsequent periods) have ended and all terms as above have been met.

Here to Help

These terms are all designed to help you succeed and ensure we all start out understanding what is required, but if you unsure about or would like to discuss anything in the Terms, please contact us immediately. See our Contact Us page for contact details.