WHAT THE CUSTOMERS THINK

Driver trainers will be professional, comply with the law, keep clients safe and treat them with respect.

The instructor agrees to:

• at all times behave in a professional manner towards clients in line with the standards in the national standard for driver and rider training 
• at all times comply with legislative requirements including:     
  • the protection of personal freedoms, the prevention of  discrimination based on age, disability, gender, race, religion or  sexual orientation
  • not using mobile devices like phones when driving or supervising client’s driving and only when parked in a safe and legal place
  • demonstrating a high standard of driving and instructional  ability upholding safety standards including showing consideration for  all other road users particularly pedestrians, cyclists, motorcyclists  and horse riders
  • consumer, workplace and data protection regulations, the  handling, storing, use and dissemination of video or audio recordings  made in or around their tuition vehicle
• avoid inappropriate physical contact with clients
• avoid the use of inappropriate language to clients
• not initiate inappropriate discussions about their own personal  relationships and take care to avoid becoming involved in a client’s  personal affairs or discussions about a client’s personal relationships,  unless safeguarding concerns are raised
• avoid circumstances and situations which are or could be perceived to be of an inappropriate nature
• respect client confidentiality whilst understanding the actions to take if a client reveals concerns about their private lives
• treat clients with respect and consideration and support them to achieve the learning outcomes in the national standard for driving cars and light vans (category B) as efficiently and effectively as possible
• ensure that their knowledge and skills on all matters relating to  the provision of driver training comply with current practice and  legislative requirements
• use social network sites responsibly and professionally:     
  • ensuring that clients personal information is not compromised
  • ensuring when using social media for marketing purposes that  what is written is compliant with privacy and data protection  legislation pertaining to digital communications, the laws regarding  spam, copyright and other online issues
  • treating other users of social media including clients, colleagues and their views with respect
  • be careful not to defame the reputation of colleagues, DVSA, driving examiners or the ADI register
  • not distribute, circulate or publish footage taken of driving tests from in-car cameras, without permission from DVSA and the client

BBSOM will account for monies paid to them, record client’s  progress, advise clients when to apply for their driving tests and  guide them fairly through the learning process.

The instructor agrees to:

• safeguard and account for any monies paid in advance by the client  in respect of driving lessons, test fees or for any other purpose and  make the details available to the client on request
• on or before the first lesson make clients aware of both this code of practice and their terms of business which should include:     
  • legal identity of the school/instructor with full postal  address and telephone number at which the instructor or  their  representative can be contacted
  • the current price and duration of lessons
  • the current price and conditions for use of a driving school car for the practical driving test
  • the terms which apply to cancellation of lessons by either party
  • the terms under which a refund of lesson fees may be made
  • the procedure for making a complaint
• check a client’s entitlement to drive the vehicle and their  ability to read a number plate at the statutory distance on the first  lesson and regularly during their training
• make a record of a client’s progress, which will include the  number of lessons provided, and ensure that the client is aware of their  progress and future training requirement to achieve their driving goals
• discuss with and advise a client when to apply for their driving tests, taking account of DVSA’s  cancellation rules, local waiting times and the instructor’s forecast  of a client’s potential for achieving the driving test pass standard
• not cancel or rearrange a driving test without the client’s  knowledge and agreement, in the event of the instructor deciding to  withhold the use of the school car for the driving test, sufficient  notice should be given to the client to avoid loss of the DVSA test fee
• ensure that when presenting a client for the practical driving test:     
  • the client has all the necessary documentation to enable the client to take the test
  • the vehicle complies with all aspects of motoring law,  displays the instructor’s certificate or licence correctly and is fitted  with an extra interior rear-view mirror and correctly positioned L or  optionally D plates in Wales
  • accompany the client on their practical driving test and listen to the debrief, when requested to do so by the client

BBSOM  will take care to advertise and promote their businesses in a clear and fair manner.

The instructor agrees that:

• the advertising of driving tuition shall be clear, fair and not misleading
• any claims made in advertising shall be capable of verification and comply with current CAP Advertising Codes 
• advertising that refers to pass rates should not be open to  misinterpretation and the basis on which the calculation is prepared  should be made clear

BBSOM will deal promptly with any complaints received and aim for speedy resolution of any grievances.

The instructor agrees that:

• complaints by clients should be made in the first instance to the  driving instructor, driving school or contractor following the training  provider’s complaints procedure
• if, having completed the procedure, the client has been unable to  reach an agreement or settle a dispute further guidance may be sought:     
  • if a client believes that their instructor is not providing a satisfactory business service they can contact their local Citizens Advice Bureau for guidance
  • if clients are unhappy with their instructor’s professional service, the client can contact the ADI Registrar by emailing adireg@dvsa.gov.uk