Code of Practice

This conforms to part of our Terms & Conditions and is legally binding.

PERSONAL CONDUCT

Seek at all times to comply with the Law and Legislation relating to discrimination, data protection, trading standards, the workplace, and road safety.

At all times treat clients with respect and consideration.

Not offer non business related promotional gifts or hospitality to prevent any misunderstanding or offence.

Being in a position of trust; avoid any behaviour that could encourage any physical or emotional dependence to develop with a client.

Maintain skills and knowledge to the required standard.

Avoid physical contact with a client except in an emergency and not make inappropriate contact with any client via phone, email, text or any other means.

Not make comments or converse with the client about issues that could be deemed inappropriate, discriminatory, lewd or offensive.

Ensure the car is fit for purpose, roadworthy and clean.

BUSINESS DEALINGS

Safeguard and account for monies paid in advance, and make details available to the client on request

On or before the first lesson provide clients with their Terms of Business, to include: -

Full details of the Driving School and Instructor, including licence details

Price and duration of lessons

Price and conditions of use of the car for test purposes and any related fees

Check the clients entitlement to drive and their ability to read a number plate at the statutory distance before driving the car, repeated at suitable intervals if required.

MISCELLANEOUS

Prior to practical test ensure that the client has all the necessary documentation for the test. The car should be ready and able to carry a DVSA supervising examiner if required.

Advise clients when to apply for their theory and practical tests – allowing for their driving potential and waiting times. No test will be cancelled or rearranged without consultation with the client, but should use of the instructors car be withdrawn sufficient notice should be given to the client to avoid any loss of DVSA fees.

Cancellation terms (when a pupil cancels a lesson with less than 24 hours notice then a charge for the lesson will be made. If a pupil wishes to cancel a pre-paid block of lessons for any reason, then all lessons provided up to the point of cancellation will be charged at the full rate and a £10 admistration fee will be deducted. Pre-Paid lessons must be used within 12 months of intial purchase. Any lessons not used within the 12 month period will be deemed as used, unless a refund is requested to the Instructor or Ladybird School of Motoring within the 12 month period from the point of payment being made.

At all times teach the client correct knowledge and skills according to the DVSA’s recommended syllabus.

Ensure that any discussions with the client are treated in confidence and not disclosed unless a life threatening issue or a crime is disclosed.

ADVERTISING

The advertising of tuition shall be factual, honest and not misleading; claims made will be verifiable and comply with codes of practice set down by the Advertising Standards Authority (ASA).

Advertising that refers to client’s pass rates must be factual and verifiable. Advertised pass rates should not be open to misinterpretation and the basis on which the pass rate has been calculated should be made clear.

COMPLAINTS PROCEDURE

Complaints by clients should be made to the instructor/school in the first instance and follow the complaints procedure issued by the instructor or school.

Failing agreement or settlement of a dispute reference may be made to DVSA to consider the matter and advise accordingly.

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