Table of Contents

1. Purpose Statement
2. Scope
3. Procedure
4. Reporting Unacceptable Conduct
5. School Policy
6. Data Protection and Privacy
7. Intellectual Property
8. Dispute Resolution
9. Limitations of Liability
10. Refund Policy
11. Course Completion Requirements
12. Course Transfers
13. Website Use
14. Cancellation Policy
15. Parental Consent
16. Students with Special Needs
17. Complaints and Grievances

1. Purpose Statement

The goal of this procedure is to provide a positive, safe, and supportive approach to promoting acceptable and appropriate customer conduct. Vision School of Motoring encourages respectful and considerate relationships between our staff and customers/students.

This procedure also establishes a process that describes how Vision School of Motoring manages unacceptable conduct by customers.

2. Scope

This procedure applies to all forms of communication by staff at Vision School of Motoring and includes, but is not limited to, online, electronic, print, and verbal communications.

3. Procedure

Providing excellent customer service is paramount to Vision School of Motoring in delivering high-quality programs and services. Our staff, volunteers, and anyone acting on behalf of Vision School of Motoring are expected to conduct themselves in a respectful manner.

Equally, customers are responsible for behaving respectfully to promote an environment that can be shared by all. This procedure is not intended to deal with generally difficult customers; we recognise that our customers are unique with varying interests and concerns. This procedure applies to customers whose conduct is unacceptable.

4. Reporting Unacceptable Conduct

Unacceptable conduct is any action by a customer which, due to its nature or frequency, has a disproportionate and unreasonable impact on our staff, other customers, services, time, and/or resources.

Unacceptable Behaviour

• Verbal: including threats, profanity, rude or inappropriate language, attempts to incite anger in others, harassment, discrimination.
• Physical: including aggressive or intimidating approaches to another individual, throwing objects in an aggressive manner, physical violence.
• Illegal activity: including illegal consumption of alcohol or drugs, theft, possession of weapons, vandalism.
• Any act that violates DVSA regulations, local by-laws, or Vision School of Motoring policies.
• Any act that gives rise to concern for public safety.

Unacceptable Demands, Persistence, Lack of Cooperation

• Demanding responses within an unreasonable time frame and not within our Customer Service Standards.
• Insisting on outcomes that are not possible or appropriate under the circumstances.
• Demanding services that cannot be provided by Vision School of Motoring.
• Persistently contacting Vision School of Motoring about the same matter when it has already been addressed.

5. School Policy

1. I understand that the Driver and Vehicle Standards Agency (DVSA) manages all driving test bookings and course completion certificates.
2. I agree not to hold the course provider (Vision School of Motoring) or any of its associates or affiliates responsible for any bodily harm, injuries, or property damage that may occur as a result of my operation of a motor vehicle.
3. I agree to follow the laws set forth in the UK Highway Code and relevant local regulations while operating a motor vehicle during in-car training.
4. I must attend all required driving lessons and theory classes. If I miss any sessions, I must arrange to make them up in order to complete the course successfully.
5. I agree that I must always have my valid UK driving licence with me during my in-car lessons and meet the conditions shown on my licence (e.g., glasses required).
6. I understand that I will not be under the influence of alcohol and/or drugs during my operation of a motor vehicle during in-car training.
7. I understand that I must give more than 24 hours' cancellation notice to my in-car driving instructor if I need to cancel or reschedule any lessons.
8. A cancellation fee of £40 per hour will be charged if less than 24 hours' notice is given.
9. I understand that additional training or use of a school vehicle for the driving test may incur extra charges.

6. Data Protection and Privacy

Vision School of Motoring is committed to protecting your personal information. We collect, use, and store your data in accordance with UK GDPR regulations. For more details, please refer to our Privacy Policy.

7. Intellectual Property

All content on the Vision School of Motoring website, including but not limited to text, graphics, logos, and images, is the property of Vision School of Motoring and is protected by copyright laws.

8. Dispute Resolution

If any disputes arise from these terms and conditions or your use of our services, please contact us first to seek a resolution. If the dispute cannot be resolved through negotiation, it shall be subject to the exclusive jurisdiction of the UK courts.

9. Limitations of Liability

Vision School of Motoring’s liability is limited to the amount of fees paid for the course. We are not responsible for any consequential or indirect damages.

10. Refund Policy

Refunds are available under the following conditions:

• Full refund if requested at least 7 days before the course start date.
• 50% refund if requested between 2-6 days before the course start date.
• No refunds for cancellations made less than 48 hours before the course start date or after the course has begun.

11. Course Completion Requirements

Students must complete all required components of the course within 12 months of registration. Failure to do so may result in additional fees or the need to retake the course.

12. Course Transfers

Course transfers to other driving schools are not permitted. However, in exceptional circumstances, Vision School of Motoring may consider transfer requests on a case-by-case basis.

13. Website Use

By using our website, you agree to do so only for lawful purposes and in a manner that does not infringe on the rights of others or restrict their use of the website.

14. Cancellation Policy

For in-car lessons, cancellations must be made at least 24 hours in advance to avoid a cancellation fee.

15. Parental Consent

Students under the age of 18 must have parental consent to enrol in our courses. Parents or guardians are required to sign the enrolment agreement.

16. Students with Special Needs

Vision School of Motoring is committed to accommodating students with special needs. Please inform us of any accommodations required at the time of enrolment.

17. Complaints and Grievances

If you have any complaints or grievances, please contact our customer service department. We are committed to addressing and resolving all issues in a timely and fair manner.