Customer Complaints Procedure

AB FAB Driving School aims to provide all its customers with a high standard of service and our Management Team will endeavour to respond to any enquiry or complaint with efficiency, courtesy and fairness.

A complaint is defined as any contact made by a customer or potential customer with Driving School, the purpose of which is to express dissatisfaction.

How to Register a Complaint

You can register a complaint in writing, by telephone or by email. Complaints, which are made anonymously, will be considered carefully and action taken where it is deemed appropriate.

In Writing

If the Driving School receives an enquiry or complaint by letter, requesting an immediate response, a written acknowledgement will be sent to the customer on the day of receipt. The enquiry or complaint will then be dealt with using the same urgency as the other forms of registration.

By Telephone

All telephone calls will be answered promptly. However, on occasions we may already be on another call, understandably in this situation, it may take a little longer to answer. Due to the nature of our Business it may be necessary to return your call at a more appropriate time. This will be done with urgency.

AB FAB Driving School aims to answer all calls within 30 seconds. Employees will give their names when answering telephone calls, in order to provide the customer with a helpful point of reference.

If the member of staff who answered your call cannot deal with the enquiry or complaint, the call will be transferred to a member of staff who is qualified to respond.

If that person is not immediately available, the customer will receive a return call, usually on the same day.

If the customer wishes to speak to a named employee, who is not immediately available, we will ask the customer to leave a message or arrangements can be made for the call to be returned.

By Email

If the Driving School receives an enquiry or complaint by email, requesting an immediate response, an email acknowledgement will be sent to the customer on the day of receipt. The response will be made by email unless you request otherwise in which case a contact address will be required. The enquiry or complaint will then be dealt with using the same urgency as the other forms of registration.

Our method of dealing with an enquiry or complaint

Enquiries or complaints are handled by the Management Team, correspondence to be addressed to the Head Office, where the enquiry or complaint will be rectified as soon as possible. If the Driving School is not responsible for the cause of the complaint, we will endeavour to explain why not and suggest whom the customer should contact for the appropriate assistance.

Whilst it may not be possible to provide a complete solution to some problems immediately, where it is feasible, the Driving School will take urgent action to reduce the impact of such complications and keep the customer informed of the proposed longer-term solution.

Time scale involved in dealing with an enquiry or complaint

The Driving School is committed to a policy of resolving problems, as quickly as possible. In an emergency situation a member of the Management Team will address the problem within the same working day.

As a rule, the Driving School aims to provide a satisfactory response to all other grievances within 5 working days from the receipt of the original complaint.

In the case of a seriously complex complaint, which may involve other members of the Driving School in discussions and negotiations with other parties, it is possible that we cannot fully answer your complaint within 5 working days. In this instance, the Driving School undertakes to keep the customer informed, at least on a weekly basis.

Information on further appeals

If you are not satisfied with the way that your enquiry or complaint has been handled in the first instance, please register your dissatisfaction with the Senior Management Team. If you are still not satisfied, you should speak or write to the Managing Director of AB FAB Driving School. Contact details are provided at the bottom of this page.

For further information please contact:
Managing Director AB FAB Driving School. 9 Waveney Grove, Skelton, Saltburn, Cleveland. TS12 2LS.
Tel: 0845 345 2208 Email: enquiries@abfab-driving-school.co.uk