Complaints Policy

You can complain about any part of our service, including:

• The quality or content of your driving lessons.
• The conduct of your instructor.
• Booking, scheduling or punctuality.
• How we have communicated with you.
• How we have handled your personal information.
• This website.

The easiest way to complain is by email. Please include your name, how we can reach you, what happened (with dates if you can), and what you would like us to do. If you would prefer to raise a concern informally first, you are welcome to do so by the same route.

Email us at hello@galaxydriving.co.uk and we will get back to you as soon as we can.

Only include information relevant to the concern. Do not send payment card details or unnecessary medical information. Tell us if you need help making the complaint or would prefer telephone contact.

To confirm before publication: A postal address for complaints remains to be confirmed. You can also contact the academy by telephone on +44 7748 005552.

We will acknowledge your complaint and then look into it. While we investigate, we may contact you to clarify details or to understand what outcome you are hoping for.

To confirm before publication: The timescales for acknowledging and responding to complaints must be confirmed and approved before publication. No guaranteed response deadline has been agreed.

Your complaint will be reviewed by someone who was not directly responsible for the issue wherever possible. We will look at any relevant records, such as booking history and correspondence, and may speak to the people involved. We aim to be fair to everyone concerned.

Once we have reviewed your complaint, we will write to you explaining what we found and what we have decided. Where a complaint is upheld, we will apologise and explain what we will do to put things right and to stop the same thing happening again.

If you are not satisfied with our response, reply and tell us why. Your complaint will be reviewed again, taking account of your further comments, and we will write to you with a final response.

To confirm before publication: No external dispute-resolution scheme or trade-body membership has been confirmed. If the business belongs to one, the escalation route should be described here; nothing of that kind should be implied until confirmed.

For concerns about personal data, you may complain directly to the ICO; using our complaints process is not a condition of doing so. ICO complaints

Complaints are handled in confidence. Information about your complaint is only shared with those who need it to investigate and respond, and it is handled in line with our Privacy Policy and UK data protection law. Read our Privacy Policy.

Information may need to be shared with relevant people to understand and resolve the complaint or where the law requires it. We cannot promise absolute confidentiality. Complaint retention criteria and responsibility for handling records still require owner confirmation.

To submit a complaint, or to ask anything about this policy, contact us:

Email us at hello@galaxydriving.co.uk and we will get back to you as soon as we can.

Telephone: +44 7748 005552. Call Galaxy Driving Academy