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Terms and Conditions (Customer Care Charter)

The following terms and conditions represent the basis upon which driving lessons and courses are offered to you by your local Need Driving Lessons Centre (NDL) instructor. Please note the contract for service is between yourself and the local NDL instructor. Each NDL instructor operates his or her own business under franchise from Need Driving Lessons Ltd and has agreed to be bound by the following terms and conditions. The NDL National Booking Office is a separate entity which has been authorised to act as a booking agent for the members of the NDL instructor franchise network. Please note that all major driving schools in the UK (e.g. BSM and the AA) operate in this way with self-employed franchised instructors.


1.  General Conduct
All NDL instructors are bound by a professional code of conduct. Your NDL instructor will be courteous, polite, tidy and punctual. He or she will also behave in a professional and ethical manner at all times. Your NDL instructor’s car will be well maintained, clean and tidy. All cars used by NDL instructors are fitted with dual-controls as part of their standard equipment. The cars are of course fully insured for driving tuition. NDL instructors will not smoke in the car while giving tuition, nor will they use your lesson time for any other form of business, personal or otherwise.


2.  Qualifications
As a minimum your NDL instructor will be licensed by the Driving Standards Agency (DSA) to give driving tuition.


3.  Driving Licence and Eyesight
The learner must hold a current, valid driving licence (provisional or full), which must be produced on or in advance of their first lesson. The learner must also check that they can read a number plate at a distance of 20.5 metres (i.e. 67 feet - about 5 car lengths) with glasses if normally worn.


4.  Payments

Please note payments must be made in advance of the training. Please note the deposit or any subsequent training fees paid are not refundable in the event that you decide to cancel the training once the booking has been accepted by your local NDL instructor. At this point a binding agreement is made between yourself and the local NDL instructor. This does not in any way affect your statutory rights to be provided with the goods and services you have bought (please see term 10). Please also note that a full refund will be given if the NDL instructor is unable to meet any special requirements noted and as shown under “Special Requirements” on your booking confirmation.


5.  Lesson Postponement
You must give at least 2 days notice to change pre-arranged lessons. If two day notice is not give and you cannot attend the lesson, for any reason whatsoever, you will be charge for that lesson. Your NDL instructor reserves the right to postpone lessons if he or she feels that the weather or road conditions are unsuitable or dangerous. The NDL instructor cannot be held responsible for any costs incurred as a result of him or her having to postpone any lessons, for whatever reason.


6.  The Driving Test
a) Bookings
Driving tests can be booked by you, your NDL instructor or the NDL National Booking Office on your behalf. Driving test bookings always take priority over other lessons. Therefore, your lesson may be postponed to allow for someone else’s driving test and vice-versa. Changes to lesson bookings as a result of this will be notified immediately. Test appointments must be notified to your NDL instructor as soon as they are known, otherwise he or she cannot guarantee to provide a vehicle for the test.
b) Use of the vehicle
In the interests of customer and public safety your NDL instructor reserves the right to withhold the use of a car for the test if, in their opinion, your driving is actually or potentially dangerous.
c) Test cancellation
Three clear working days notice of cancellation or postponement is required by the DSA. Failure to provide the required notice will result in the loss of your test fee. Your NDL instructor cannot be held responsible for any postponement or cancellation of tests by the DSA. However, he or she will do all that is possible to arrange another test as quickly as possible and to help you to reclaim expenses from the DSA.


7.  Punctuality
In their own interests learners are advised to be punctual for their lesson appointments. All such appointments should be recorded (and checked where possible by their local NDL instructor) in their driving skills workbook (Appointment Record section) to ensure that mistakes are avoided. The NDL instructor would normally wait for a maximum of 15 minutes before the lesson would be abandoned and the lesson fee forfeited or become due for payment. A reciprocal waiting time may become necessary if the NDL instructor is delayed due to unforeseen circumstances. Any lesson time lost as a result of this would be made up by the NDL instructor either at the end of the normal lesson time if possible or at a later date. Any such shortfall should be recorded in the driving skills workbook and initialed by the NDL instructor.


8.  Learner Comfort and Safety
In the interests of comfort and safety learners are advised to wear suitable footwear and clothing which does not restrict movement. Learners must also take note of any medication they are taking that may affect their ability to drive safely and advise their instructor accordingly before taking any lesson booked.


9.  Complaints
In the event of a complaint all efforts must be made to resolve the problem directly with the NDL instructor. However, please do not let a problem linger. If you booked your course or lessons through the NDL National Booking Office you may contact the person who arranged your training in the first place for advice and help by ringing 07957 474 156.


Nothing in these terms and conditions will reduce your statutory rights relating to faulty or misdescribed goods or services provided. NDL instructors have a statutory obligation to provide you with goods and services fit for the purpose for which they were bought and as described. If you have any doubts about your statutory rights please contact your local Trading Standards Department or Citizen's Advice Bureau


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