Complaints & Refund Policy

Last updated: 18 June 2026

We want every pupil to have a positive experience with Wharf Driving School. If you are unhappy with any part of our service, please tell us — we take all feedback seriously and aim to put things right quickly and fairly.

How to Complain

The quickest way to resolve a concern is to raise it directly with your instructor. If you would prefer, or if the matter is not resolved, please contact us by phone, WhatsApp or email with:

• your name and contact details;
• your instructor’s name and the date(s) involved;
• a description of what went wrong and how you would like it resolved.

We aim to acknowledge your complaint within 2 working days and to give you a full response within 10 working days. If we need longer to look into something, we will let you know and keep you updated.

Escalation

If you are not satisfied with our response, complaints about an instructor’s conduct or standard of instruction can be raised with the DVSA, which regulates Approved Driving Instructors (ADIs).

Refunds

Our approach to refunds depends on the type of booking:

• Individual lessons — lessons cancelled with the required notice (see our Terms & Conditions) are not charged. Lessons cancelled late or missed may not be refundable.
• Block bookings — if you have paid for a block of hours and wish to stop, we will refund the unused hours.
• Intensive courses — once a course has started, refunds are based on the hours not yet taken.
• Mock tests — refundable if cancelled with the required notice.

Where a refund is due, we refund any unused, pre-paid hours less a small administration fee. Refunds are issued by your original payment method, normally within 14 days.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015.