We believe we offer a fantastic product, and the service we provide in delivering that product is something we take very seriously.

In the unlikely event that you are not happy with any aspect of your course, please follow our Complaints Policy below.

We are dedicated to providing excellent customer service and maintaining positive customer relationships at all levels.

We operate a complaints policy to ensure all concerns are handled efficiently, fairly and effectively.

Gold Standard Driving takes all complaints seriously. All staff are trained and committed to resolving any issue as soon as it is brought to their attention. We aim to resolve complaints quickly, fairly and professionally.

We aim to ensure that:

• Making a complaint is as straightforward as possible;
• We treat every complaint as a clear expression of dissatisfaction with our service;
• We deal with complaints promptly, politely and, where appropriate, confidentially;
• We respond appropriately — for example, with an explanation, an apology, or details of any action taken;
• We learn from complaints and use them to improve the services we offer;
• We review our complaints policy and procedures annually.

We want to ensure all customers are satisfied with the service they receive. Therefore, if you are dissatisfied, please bring this to our attention as soon as possible by raising it with our customer service team.

If this does not provide a satisfactory resolution, please escalate your complaint to the Complaints Manager at:

info@goldstandarddriving.co.uk

Gold Standard Driving
203 West Street, Fareham, England, PO16 0EN

When contacting us, please provide your full name and address, along with a detailed description of your complaint.

Once received, the Complaints Manager will acknowledge your complaint within 48 hours.

We will then investigate and aim to resolve your complaint as soon as possible, and in any event no later than 28 days from receipt.

In all instances, you may be asked to consult the course Terms and Conditions of the contract (including pre-contract and contract information), which are available on our website. Please ensure you retain copies for your records.

Once payment has been made, a Welcome Email will be sent to you within 24 hours. If you have not received this within that timeframe, please contact us immediately. This email will include instructions for study and a copy of the course Terms and Conditions outlining your right to cancel.

If you are a consumer (i.e. not purchasing wholly or partly for business purposes), in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel this Agreement within 14 days without giving reason and receive a full refund of any payment made.

To exercise your right to cancel, you must inform us of your decision by email or registered post within 14 days starting the day after we send the Welcome Email (“cooling-off period”). To meet the deadline, it is sufficient for you to send your communication before the cooling-off period expires.

Once the cooling-off period has ended, you no longer have the right to cancel and no refund will be applicable.

If you wish to access the digital content before the end of the 14-day cancellation period, you may expressly request early access (instructions will be provided upon enrolment).

By doing so and accessing the course, you:

• Request immediate access to the digital content;
• Agree to the Terms and Conditions;
• Acknowledge that you waive your right to cancel and your right to a refund within the 14-day cooling-off period.

This does not affect your statutory rights under UK consumer law.

If you are unsure about any part of the Terms, please contact us via our Contact Us page.

Our course includes three Money Back Guarantees. Full details and terms are outlined below. A downloadable PDF version is available on our website.

Our Qualification Money Back Guarantee is designed to give you confidence in our training and product.

If you are unsuccessful in the DVSA Qualification Process, we will provide additional retraining as necessary to prepare you to reattempt the DVSA process at no extra cost. If you remain unsuccessful after meeting the conditions below, we will refund your course fee.

This guarantee is subject to the following conditions:

• All payments must be up to date and made promptly when due;
• You complete Gold Standard Driving Online (or your designated online learning system) as prescribed, on both first and second cycles*;
• You present all completed learning materials upon request;
• While on a Trainee Licence, you complete all additional training required to meet DVSA standards and follow our advice fully;
• You must have completed the DVSA testing process once and be studying in your “second cycle”* having restarted Part 1 and failed three attempts at Part 3 again;
• You attend an assurance session** before your third attempt at Part 2 or Part 3 during the second cycle (if required);
• You follow your trainer’s advice fully and explicitly.

*Second Cycle refers to restarting the DVSA process following three test failures at Part 2 or Part 3. Please refer to DVSA regulations for further details.
**The assurance session will be conducted by a senior member of the Training Department.

This guarantee does not apply to individuals who simply choose to withdraw from the course. Once the initial right to cancel period has expired, you are bound by the contract terms and no refund is available except as described above.

Our Placement Money Back Guarantee provides reassurance of a franchised position with a driving school upon qualification.

Once you have qualified and obtained your ADI Licence, we will arrange the setup of a franchised position with Gold Standard Driving or a partner school. If we are unable to arrange this, we will refund your training fee in full.

This guarantee is subject to:

• All training terms above being met;
• You being in possession of a valid ADI Licence.

If your gross earnings (before deductions) are less than £50,000 per annum, we will refund your initial training fee.

Payment will be made within 30 days of receiving your official tax submission documentation.

This guarantee is subject to:

• All prior training conditions being met;
• You joining Gold Standard Driving and working on a full-time basis (35+ hours per week expected);
• You making yourself available to teach and not refusing pupils referred to you;
• You participating fully in required promotional activities and use of marketing tools;
• You following all support and advice provided;
• You submitting a copy of your first HMRC Self Assessment form (SA302);
• All terms of your Driving School Franchise Agreement being met in full.

Once you have qualified, we will reimburse the cost of one attempt at each qualifying test.

Payment will be made within 30 days of receipt of your test booking receipts.

This guarantee is subject to:

• All relevant terms above being met;
• You being in possession of your ADI Licence;
• Submission of proof of payment within 28 days of obtaining your ADI Licence;
• Payment being made once your Driving School Agreement (minimum and subsequent periods) has ended and all contractual terms have been satisfied.

These terms are designed to support your success and ensure clear understanding from the outset.

If you are unsure about any part of these Terms and Conditions, please contact us via our Contact Us page.

If you would like, I can now:

• Strengthen this legally (make it more contract-robust)
• Simplify it for marketing purposes
• Or tailor it specifically to your Gold Standard Driving business model (e.g. if you don’t operate franchises or a £50K guarantee)