When lessons go wrong
Most learners never need to complain about an instructor, but the process is worth knowing before paying for a block of lessons. This article summarises GOV.UK’s “Complain about a driving instructor” and “Report an illegal driving instructor” pages, and the Driver and Vehicle Standards Agency (DVSA) “Driving instructor code of practice”, which states that it applies to England, Scotland and Wales and was last updated on 20 November 2025. Northern Ireland has its own driver testing and instructor arrangements, covered in this site’s article on learning to drive in Northern Ireland. This article is general information, not legal advice.
Complaints about service (Great Britain)
GOV.UK says a learner should contact DVSA if an approved driving instructor (ADI):
- provides lessons shorter than agreed;
- keeps cancelling or arriving late; or
- does not provide lessons that have already been paid for.
The complaint goes to the DVSA driving instructor team, whose email address is [email protected], or by post to the Newcastle-upon-Tyne address on the GOV.UK page. GOV.UK states that DVSA can ask the instructor about the matter on the learner’s behalf, but it cannot help get any money back.
Complaints about behaviour (Great Britain)
GOV.UK says to contact DVSA if an instructor is behaving inappropriately, and gives the following examples: using a mobile phone while the learner is driving, shouting or swearing, using inappropriate language in person or in messages, or using unnecessary physical contact. The contact point is the same team. GOV.UK says DVSA will not make the learner report the incident to the police unless the learner wants to.
What to include (Great Britain)
GOV.UK says it helps a DVSA investigation if the complaint includes any of the following:
- the learner’s full name and email address;
- the instructor’s full name and the driving school;
- the instructor’s ADI number, telephone number or email address;
- the instructor’s vehicle registration; and
- any evidence, such as receipts or screenshots of messages from the instructor.
The code of practice (England, Scotland and Wales)
The DVSA code is voluntary. It was agreed between the National Associations Strategic Partnership and DVSA, and an ADI who agrees to follow it can update their registration to show this. Its personal conduct section says instructors will behave professionally, comply with the law, avoid using mobile devices while driving or supervising, avoid inappropriate physical contact and language, and not distribute footage of driving tests from in-car cameras without permission from DVSA and the client.
Its business dealings section says instructors will safeguard and account for money paid in advance and, on or before the first lesson, make clients aware of the code and their terms of business. Those terms should include the instructor’s legal identity and contact details, the price and duration of lessons, the price and conditions for using the school car for the test, cancellation terms for either party, the terms for a refund of lesson fees and the complaints procedure. Instructors also agree to record each client’s progress, to advise when to apply for the test, and not to cancel or rearrange a test without the client’s knowledge and agreement.
The advertising section says claims should be capable of verification and comply with CAP codes, and that advertising referring to pass rates should not be open to misinterpretation and should make clear how the figure is calculated.
The order of complaint under the code (England, Scotland and Wales)
The conciliation section says complaints should be made first to the driving instructor, school or contractor following the provider’s complaints procedure. If that does not settle the dispute, the code says a client who believes the instructor is not providing a satisfactory business service can contact a local Citizens Advice Bureau for guidance, while a client unhappy with the instructor’s professional service can contact the ADI Registrar at [email protected]. Because DVSA cannot recover money, the terms on refunds and cancellations agreed at the start are the practical reference for a money dispute. This site’s guide to lesson cancellation policies explains what to compare.
Illegal instruction (Great Britain)
GOV.UK says it is illegal to charge for driving lessons without being qualified and registered. The only people who can charge are approved driving instructors, who must display a green badge in the windscreen, and trainee driving instructors with a licence, who must display a pink badge. A person who suspects illegal instruction can report it to the DVSA intelligence unit at [email protected] or on 0800 030 4103, Monday to Friday, 8am to 5pm.
Before booking
The code’s list of terms of business gives a useful checklist of what to ask before paying. This site’s articles on reading instructor reviews critically and what learners should check about ADI and PDI qualifications explain how to check credentials.
Common questions
Can DVSA get my lesson fees back? GOV.UK says DVSA can ask the instructor about the matter but cannot help get money back.
Do I have to report bad behaviour to the police? GOV.UK says DVSA will not make the learner do so unless the learner wants to.
Is following the code compulsory? The code says it is voluntary for approved driving instructors.
What badge should an instructor display? GOV.UK says a green badge for an approved driving instructor and a pink badge for a trainee with a licence.
The bottom line
In Great Britain, a learner with a complaint about an approved driving instructor’s service or behaviour can contact DVSA at [email protected] with evidence such as receipts and screenshots. DVSA can ask the instructor about the matter but cannot recover money, so the agreed refund and cancellation terms and the instructor’s complaints procedure come first, followed by Citizens Advice for business disputes. Only ADIs and licensed trainees may charge for lessons, and unqualified instruction can be reported to DVSA.
Sources
- GOV.UK, “Complain about a driving instructor”
- GOV.UK, “Report an illegal driving instructor”
- Driver and Vehicle Standards Agency, GOV.UK, “Driving instructor code of practice”
- Driver and Vehicle Standards Agency, GOV.UK, “Approved driving instructor (ADI) code of practice”