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Support & Resolution

Complaints Procedure

If you would like to raise a complaint, please send it to us in writing by email so we can review the matter properly and keep a clear record of the details you provide.

Complaints Email

complaints@nextpassdrivingschool.co.uk

How to raise a complaint

Please include your full name, contact details, booking information, and a clear explanation of your concerns. This helps us review the matter fairly and respond as efficiently as possible.

Our complaints process

  • We acknowledge complaints once they have been received.
  • We review the matter internally and consider the information provided.
  • Where available, we may review call recordings, messages, booking records, and vehicle footage as part of that review.
  • We aim to respond within a reasonable timeframe once the review has been completed.
  • We will investigate concerns fairly and respond with the outcome where appropriate.

Professional review

Every complaint is considered on its own facts. Our goal is to review concerns carefully, communicate professionally, and respond in a way that is fair and proportionate to the circumstances.