Complaints Policy

Complaints Policy explains how we handle concerns fairly, promptly and transparently, ensuring every complaint is taken seriously, properly investigated and resolved with clear communication and action.

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Last updated: October 2026

1. Our Commitment

2. What This Policy Covers

3. What This Policy Does Not Cover

4. How to Make a Complaint

5. Our Complaints Process

6. Fair and Impartial Handling

7. Resolving Complaints

8. Complaints About Payments or Refunds

9. Safeguarding and Serious Concerns

10. Data Protection Complaints

11. Confidentiality

12. Unreasonable or Abusive Behaviour

13. Reviewing an Outcome

14. Learning From Complaints

15. Contact Us

16. Changes to This Policy

1. our commitment

Drive An Limited is committed to providing a professional, fair and reliable service to our customers.


We recognise that sometimes things may not go as expected. When this happens, we want customers to feel confident raising their concerns with us.


Our Complaints Policy explains how complaints are received, reviewed, investigated and resolved. We aim to deal with every complaint fairly, promptly, respectfully and transparently and use feedback to improve our services.

2. what this policy covers

This policy applies to complaints relating to services provided by Drive An Limited, including:


- taxi and private hire licensing support;
- driver training and knowledge test preparation;
- the Drive An app and digital services;
- Drive An: Manage;
- Priority+ services;
- vehicle licensing and related support;
- customer service and communications;
- payments or services purchased directly from Drive An; and
- the conduct or actions of someone acting on behalf of Drive An.


A complaint may relate to the quality of our service, delays, communication, incorrect information, customer service or another aspect of your experience with Drive An.

3. what this policy does not cover

We cannot investigate complaints about decisions made independently by third parties, including:


- licensing authorities and councils;
- DVLA;
- DBS organisations or providers;
- medical practitioners;
- private hire operators;
- insurers;
- testing providers; or
- other external organisations.


Where your complaint relates to a third-party decision or service, we will explain this and, where reasonably possible, direct you to the appropriate organisation.


Drive An cannot overturn or change a decision made by a licensing authority, DVLA or another independent organisation.

4. how to make a complaint

You can make a complaint by contacting Drive An through our published customer service or complaints contact details.


Please provide as much relevant information as possible, including:


- your full name;
- your contact details;
- your Drive An/customer reference, where applicable;
- a clear description of your complaint;
- relevant dates;
- any supporting documents, screenshots or correspondence; and
- what you would like us to consider or resolve.


Providing sufficient information helps us investigate your complaint effectively.

5. our complaints process

When we receive a complaint, we will normally:


Acknowledge – confirm that your complaint has been received.


Review – consider the information you have provided and identify the issues requiring investigation.


Investigate – review relevant records, communications, transactions or other available evidence.


Respond – explain the outcome of our investigation and any action we consider appropriate.


Record – maintain an appropriate record of the complaint and its outcome for accountability and service improvement.


More complex complaints may require additional time to investigate. Where this happens, we will aim to keep you informed.

6. fair and impartial handling

Complaints will be considered objectively and based on the information and evidence available to us.


Making a genuine complaint will not result in unfair treatment or disadvantage when accessing Drive An services.


We expect everyone involved in a complaint to communicate respectfully and provide truthful and accurate information.

7. resolving complaints

Depending on the circumstances, an appropriate resolution may include:


- providing an explanation or clarification;
- correcting inaccurate information held by Drive An;
- correcting an administrative error;
- providing further assistance;
- apologising where appropriate;
- reviewing how a service was delivered;
- taking reasonable corrective action; or
- improving our procedures or services.


The appropriate outcome will depend on the individual circumstances of the complaint.

8. complaints about payments or refunds

Where a complaint concerns a payment, charge or refund, we will review the relevant transaction and the terms applicable to the service purchased.


Submitting a complaint does not automatically create an entitlement to a refund.


Any refund will be considered in accordance with the applicable Terms & Conditions, the circumstances of the transaction and any rights available under applicable law.

9. safeguarding and serious concerns

Drive An takes concerns involving safeguarding, passenger safety, fraud, criminal activity, misuse of personal information or other serious misconduct particularly seriously.


Where appropriate, a matter may be escalated internally or referred to a relevant licensing authority, regulator, law-enforcement agency, safeguarding organisation or other competent authority.


Where there is an immediate risk to someone's safety, customers should contact the appropriate emergency service or authority directly.
 

10. data protection complaints

Complaints concerning the way Drive An collects, uses, stores or protects personal information will be handled in accordance with our Privacy Policy and applicable data-protection requirements.


Where a complaint concerns personal information obtained through the DVLA Access to Driver Data (ADD) service, it may also be reviewed under our specific DVLA ADD data-handling and security procedures.


Individuals may also have the right to raise data-protection concerns with the Information Commissioner's Office (ICO).

11. confidentiality

We will handle complaint information appropriately and only share it where necessary to:


- investigate or resolve the complaint;
- obtain relevant information;
- protect an individual's safety;
- comply with legal or regulatory obligations; or
- report a matter to an appropriate authority.


Personal information relating to complaints will be handled in accordance with our Privacy Policy.

12. unreasonable or abusive behaviour

We understand that customers may be frustrated when making a complaint, and we will make reasonable efforts to assist.


However, Drive An will not tolerate threatening, abusive, discriminatory or intimidating behaviour towards anyone acting on our behalf.


We may also restrict communication where there is persistent harassment, deliberately false information, excessive repetition of a matter that has already been fully considered, or misuse of the complaints process.


Any restriction will be proportionate to the circumstances and will not prevent us from considering legitimate new information.

13. reviewing an outcome

If you are dissatisfied with our response, you may ask us to review the outcome.


You should explain why you believe the original response did not adequately address your complaint and provide any relevant new information or evidence.


Where appropriate, we will review the matter and provide a further response.

14. learning from complaints

Complaints provide valuable feedback about our services.


We may analyse complaint trends and outcomes to identify opportunities to:


- improve customer service;
- improve information and guidance;
- strengthen compliance processes;
- improve our digital services;
- identify recurring problems; and
- reduce the likelihood of similar issues occurring again.

15. contact us

To make a complaint, please contact:


Drive An Limited
Complaints & Customer Support
Email: talktous@drivean.co.uk
Telephone: 0300 043 0731

Please include “Complaint” in the subject line where possible.

16. changes to this policy

We may update this Complaints Policy periodically to reflect changes to our services, procedures, regulatory requirements or applicable law.


The latest version will always be made available through the Drive An website.

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