Terms and Conditions (Customer Care Charter)

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 Learner Driving Centre (LDC ) instructor. Please note the contract for service is between yourself and the local LDC instructor. Each LDC instructor operates his or her own business under franchise from Teaching Driving Limited and has agreed to be bound by the following terms and conditions. The LDC National Booking Office is a separate entity which has been authorised to act as a booking agent for the members of the LDC 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 LDC instructors are bound by a professional code of conduct. Your LDC instructor will be courteous, polite, tidy and punctual. He or she will also behave in a professional and ethical manner at all times. Your LDC instructor’s car will be well maintained, clean and tidy. All cars used by LDC instructors are fitted with dual-controls as part of their standard equipment. The cars are of course fully insured for driving tuition. LDC 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 LDC instructor will be licensed by the Driving Standards Agency (DSA) to give driving tuition. He or she will also be proficient in the use of the Learner Driving System of tuition.

3. Course Materials

When you purchase a One Week Pass, Semi-intensive, Midway Pass or Test Booster course through the LDC National Booking Office, your Driving Skills Workbook and Driving Skills Videos 1 and 2 will be provided to you directly from the office and are for you to keep. Please note the Theory Test Study Pack is not included with these driving courses but may be bought separately. If you book Weekly Lessons you can purchase these materials from the LDC National Booking Office or directly from your local LDC instructor. As an alternative to purchasing the Driving Skills Videos your local LDC instructor will loan or rent them to you and may ask for a small deposit to ensure their safe return at the end of the training.

4. 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.

5. Payments

Please note payments must be made in advance of the training. To book a course, a 50% deposit or the full course fee (if the course start date is within 4 weeks of the booking date) is required.

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 LDC instructor. At this point a binding agreement is made between yourself and the local LDC 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 12). Please also note that a full refund will be given if the LDCNational Booking Office or your local LDC instructor is unable to meet any special requirements noted and as shown under “Special Requirements” on your booking confirmation.

6. Customer Care Payment Scheme

When you pay money direct to the LDC National Booking Office it is held in the LDC instructors’ clients holding account. This money is being held on behalf of you and the LDC instructor. This money is not normally passed onto the LDC instructor until the learner signs a form instructing the booking office to do so in part or in full. At various points during the training, the LDC instructor will ask the learner to sign a form confirming their satisfaction with any training given. The learner should not sign this form unless they are totally satisfied with the training and want the office to pass on sufficient money held in the clients account to cover the training time authorised.

To ensure that each LDC instructor provides services to the same high standards all the LDC instructors have agreed that the LDC National Booking Office should also act as an arbitrator and withhold any money in the clients account in the event of a complaint. Only when this matter is resolved to the satisfaction of the LDC instructor franchise Quality Control Director will payment be passed on or refunded as the case may be. In this way, the standards of the franchise can be maintained and you can be assured that you get what you pay for. Please note if you book directly with your LDC instructor this scheme is not operated unless specifically requested and agreed by your LDC instructor.

7. Lesson Postponement

Provided the LDC instructor can easily obtain additional work for any lessons postponed no penalty will be incurred. If this is not possible the full training fee for the period in question may, at the total discretion of the LDC instructor, be lost or charged. Your LDC instructor reserves the right to postpone lessons if he or she feels that the weather or road conditions are unsuitable or dangerous. The LDC instructor cannot be held responsible for any costs incurred as a result of him or her having to postpone any lessons, for whatever reason.

8. The Driving Test

a) Bookings

Driving tests can be booked by you, your LDC instructor or the LDC 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 LDC 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 LDC 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 LDC 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.

9. 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 LDC instructor) in their driving skills workbook (Appointment Record section) to ensure that mistakes are avoided. The LDC 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 LDC instructor is delayed due to unforeseen circumstances. Any lesson time lost as a result of this would be made up by the LDC 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 initialled by the LDC instructor.

10. 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.

11. Complaints

In the event of a complaint all efforts must be made to resolve the problem directly with the LDC instructor. However, please do not let a problem linger. If you booked your course or lessons through the LDC National Booking Office you may contact the person who arranged your training in the first place for advice and help by ringing 01977 691851 or 01977 691850. If you booked directly with the LDC instructor you will need to put your complaint in writing to the LDC instructor franchise Quality Control Director, Teaching Driving Limited, Station House, Station Lane, Pontefract, West Yorkshire WF8 1RB.


Nothing in these terms and conditions will reduce your statutory rights relating to faulty or misdescribed goods or services provided. LDC instructors have a statutory obligation to provide you with goods and services fit for the purpose for which they were bought and as described. Similarly, any goods supplied by the LDC National Booking Office must also be 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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    LDC Qualified Driving Instructor