1. Customer service
We aim to provide calm, professional and respectful driving tuition, with clear information about lessons, bookings and payments. For questions, feedback or help, email info@elementdrivingschool.co.uk. Please include your name and enough detail for us to help.
If your message concerns an imminent lesson or a cancellation, please also contact Mark directly by phone or text on 07548 251293. Email is not continuously monitored. The cancellation arrangements in our terms and conditions continue to apply.
2. How to make a complaint
If you are unhappy with any part of our service, please email info@elementdrivingschool.co.uk with the subject “Complaint”. Complaints are handled by Mark Richardson, proprietor of Element Driving School.
Please include your name, preferred contact details, the instructor’s name, any relevant lesson dates, what happened and what outcome you would like. You may attach relevant messages or payment details, but please do not send card details or unnecessary sensitive information.
If you need help making a complaint or would prefer to discuss it by telephone, call 07548 251293. We will discuss a suitable way to communicate with you.
3. What happens next
We aim to acknowledge your complaint within 3 working days and provide a substantive written response within 10 working days of receiving it. Working days mean Monday to Friday, excluding bank holidays in England. These are response targets.
We will review the information fairly, check relevant records and speak with anyone involved where appropriate. We may ask you for further details. Our response will explain our findings and any proposed action.
If we need more time, we will explain why, keep you informed and give you an updated response date.
4. If you remain unhappy
Reply to info@elementdrivingschool.co.uk explaining which points remain unresolved and any additional information you would like considered. Mark will review those points and aim to provide a further written response within 10 working days, or explain when you can expect it.
As Element Driving School is operated by a sole trader, this further review is carried out by Mark and is not an independent appeal. You remain free to seek independent advice. See section 15 of our terms and conditions for the existing provisions on unresolved complaints and your rights.
5. Respect and confidentiality
We will treat concerns respectfully and use feedback to improve our service. Raising a complaint will not, by itself, result in unfair treatment. We ask everyone involved to communicate respectfully.
We use complaint information to investigate, respond and keep appropriate records. Information is shared only where needed to handle the complaint or meet applicable obligations. See our for more about personal information.