Help Centre

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What should I do if I have a complaint about my driving lessons or instructor?

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.

How do I report a complaint?

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.

What happens after I submit a complaint?

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.

How long does it take to resolve a complaint?

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.

Can I change my instructor if I'm not satisfied with my current one?

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.

Will my feedback about an instructor be kept confidential?

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

What should I do if I have a serious complaint about discrimination or harassment?

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

Can I get a refund if I'm dissatisfied with my lessons?

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

How can I provide positive feedback or praise for my instructor?

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.

Where can I find detailed information about your complaint handling process?

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.


How does the refund policy work if I need to cancel my driving lessons?

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.

What is the process for requesting a refund?

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.

Are there different types of refunds?

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.

What if my instructor can't continue my lessons?

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.

How long will it take to process my refund?

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

Can I be reallocated to another instructor instead of getting a refund?

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

How do refunds work for payments made directly to instructors?

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.

What should I do if there’s a delay or issue with my refund?

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.

Changing instructor

How can I request a new instructor?

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.

What should I do if my instructor is unable to continue my lessons?

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.

What happens if an instructor declines my initial booking?

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.

Are there additional costs involved in switching instructors?

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.

How is the process of reallocating to a new instructor handled?

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.

What if there are no available instructors in my area when I request a reallocation?

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.

What if I'm not satisfied with the new instructor assigned to me?

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.

Contact instructor

What should I do if I haven't received any contact from my instructor?

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.

How quickly can I expect a response after filling out the form?

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.

What if I still don't receive any response from my instructor?

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.

Is there a way to directly contact my instructor?

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.

Can I request a new instructor if I have ongoing communication issues?

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.

What steps are taken to prevent communication issues with instructors?

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.

Will my lesson fees be refunded if my instructor fails to make contact?

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.

Contact form