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PassMeFast Complaints Policy

PassMeFast’s goal is to help you pass your driving test as easily and as quickly as possible, and we pride ourselves on being the most reputable nationwide intensive driving course specialist in the UK.

We aim to complete your booking as smoothly as possible, but if you’re dissatisfied with any aspect of your course, please speak to our Support team as a matter of urgency. We are here to help you overcome any issues so that your course can continue as planned and to the planned timescales.

In the unlikely event the Support team are unable to resolve your complaint, we’ve outlined our complaints procedure below.

How we define a complaint

We classify complaints as concerns that our Support team are unable to resolve.

A complaint is not:

  • A first-time request for a service
  • A general account-related request
  • An attempt to reopen a previously resolved complaint
  • A request for reconsideration when a final resolution has been provided.

Our responsibility

Our complaints procedure ensures fair, consistent handling and aims for your complete satisfaction.

Our responsibility is to:

  • Acknowledge your complaint in writing or email within 2 working days
  • Respond to you within 10–15 working days
  • Deal reasonably, sensitively, and objectively with your complaint
  • And, finally, act where appropriate.

How we deal with a complaint

Step 1: Submission of a Complaint

The Support department validates complaints, escalating them if they can’t resolve it personally. The Support team should always be your first contact if you have any concerns relating to your PassMeFast course.

If you've contacted our Support team and they haven't been able to resolve your issue, you can then submit a complaint. You can do this by telephone, email ([email protected]), or via the contact form on our website.

Written complaints are treated similarly and will be forwarded to the relevant staff members.

Step 2: Complaint acknowledgement

On receipt, your complaint will be formally logged. Within 2 working days, we’ll send you a 'Complaint Acknowledgement' email, which will include:

  • Your booking ID number
  • Details of your complaint
  • The steps we are taking to resolve your complaint
  • Updated estimated timescale for resolution

Step 3: Complaint review and handling

The Complaints team independently investigates each query as quickly as possible. The aim is to resolve your complaint within 10–15 working days. Exceptional cases may take longer but will be communicated transparently.

If the Support team are unable to resolve your complaint, it will be managed by PassMeFast Resolution Handlers with final oversight maintained by the company’s Compliance Officer.

Points to remember

  • The investigation of the complaint is subject to the customer providing correct and accurate information.
  • As stated in our terms and conditions, we reserve the right to contact the DVSA regarding ADI conduct in all instances. This is part of our duty of care to present and future customers.
  • If the timescale is extended to accommodate further investigation, the reasons for the delay and a revised timescale will be provided no later than 5 working days after the initial complaint.
  • All attempts to resolve the complaint will take no longer than 35 working days from the date of receipt of the complaint.
  • If the matter is resolved, a ‘Complaint Response email’ should be issued, confirming to the account holder that we have resolved the complaint and explaining the outcome.
  • In exceptional cases where an investigation requires more than 35 working days, an explanation will be provided stating the reasons why the Company has not been able to resolve the complaint and an estimated time to resolve the issue will be provided.
  • If the complaint is not initially resolved to your satisfaction, the case will be escalated for review.

Thank you for reading

We strive for continuous improvement and appreciate your feedback and ideas.

If you’d like to suggest a way you think we could improve our complaints process or the communications around complaints, please contact us on 0333 123 4949 or by email [email protected]

You can also find our full terms and conditions here.