Complaints Procedure

We are committed to providing a professional, supportive and high-quality learning experience for all our pupils. If you are unhappy with any aspect of your lessons or the service you have received, we encourage you to let us know so we can investigate and resolve the issue as quickly as possible.

How to make a complaint

If you have a concern, please contact us with as much detail as possible, including your name, the date of the lesson (if relevant), and a description of the issue.

You can contact us using the following details:

Email:contact@metdrivingschool.com
Phone:02087153231

We aim to acknowledge your complaint within 3 working days.

How we handle complaints

Once we receive your complaint, we will review the information carefully and may contact you to discuss the matter further.

We aim to provide a full response within 10 working days, although more complex cases may take longer. If this happens, we will keep you informed of progress.

Our approach

We treat all complaints seriously and fairly. Our aim is to:

• Understand what happened
• Review any relevant information
• Resolve the issue where possible
• Learn from feedback to improve our service

If you are not satisfied

If you are not satisfied with our response, you may request a further review of your complaint.

If your complaint relates to the conduct of an Approved Driving Instructor (ADI), you may also contact the Driver and Vehicle Standards Agency (DVSA) for further guidance.

Continuous improvement

Feedback helps us maintain high standards and improve the experience for all learners. We appreciate you taking the time to bring any concerns to our attention.

Last updated: March 2026