PassMeFast’s goal is to help you pass your driving test as easily and as quickly as possible, and we pride ourselves on being the most reputable nationwide intensive driving course specialist in the UK.
We aim to complete your booking as smoothly as possible, but if you’re dissatisfied with any aspect of your course, please speak to our Support team as a matter of urgency. We are here to help you overcome any issues so that your course can continue as planned and to the planned timescales.
In the unlikely event the Support team are unable to resolve your complaint, we’ve outlined our complaints procedure below.
We classify complaints as concerns that our Support team are unable to resolve.
A complaint is not:
Our complaints procedure ensures fair, consistent handling and aims for your complete satisfaction.
Our responsibility is to:
The Support department validates complaints, escalating them if they can’t resolve it personally. The Support team should always be your first contact if you have any concerns relating to your PassMeFast course.
If you've contacted our Support team and they haven't been able to resolve your issue, you can then submit a complaint. You can do this by telephone, email ([email protected]), or via the contact form on our website.
Written complaints are treated similarly and will be forwarded to the relevant staff members.
On receipt, your complaint will be formally logged. Within 2 working days, we’ll send you a 'Complaint Acknowledgement' email, which will include:
The Complaints team independently investigates each query as quickly as possible. The aim is to resolve your complaint within 10–15 working days. Exceptional cases may take longer but will be communicated transparently.
If the Support team are unable to resolve your complaint, it will be managed by PassMeFast Resolution Handlers with final oversight maintained by the company’s Compliance Officer.
We strive for continuous improvement and appreciate your feedback and ideas.
If you’d like to suggest a way you think we could improve our complaints process or the communications around complaints, please contact us on 0333 123 4949 or by email [email protected]
You can also find our full terms and conditions here.