Complaints Policy

At Furze-Painter Driving School, we want every lesson to be a positive experience. If something goes wrong or you’re unhappy with our service, we want to hear from you so we can fix it.

How to Contact Us

You can raise a complaint:

  • Email: complaints@furzepainter.com

  • Phone: 07537987778

  • Post: 34 Higher Green Park, Modbury, Ivybridge Devon PL21 0FZ

  • In person: Speak to your instructor or the office manager

Please include your name, contact info, the lesson date, the instructor (if relevant), and a brief description of the issue.

How We Handle Complaints

  1. Acknowledgement: We’ll confirm we’ve received your complaint within 3 working days.

  2. Investigation: A senior team member reviews it and may contact you for details.

  3. Response: We aim to give a full reply within 10 working days. If it’s more complex, we’ll let you know.

  4. Resolution: Possible outcomes include an apology, extra training, a replacement lesson, or improvements to our processes.

Appeals

If you’re not happy with the outcome, you can appeal in writing within 10 working days. A senior team member who wasn’t involved initially will review and respond within 10 working days.

Confidentiality & Records

Complaints are kept confidential and stored securely for at least 2 years to help us improve our services.

External Help

If your complaint isn’t resolved, you may contact:

  • DVSA for instructor conduct issues

  • Consumer protection organisations or an ombudsman

Last updated: November, 2025