Forgot to mention I was a night owl!
As I said before there is a bit of a grey area as to who might be responsible for the service provided and any financial reimbursement. To reiterate, IME the roles and set ups with small to large companies are as follows.
The company provide someone to answer the phone
The company provide paperwork. Booking cards etc.
The company provide the sevice of introducing pupils to instructors.
The instructor (almost certainly self employed) pay a weekly fee to the company for the above services.
The instructor will be responsible for prividing the tuition.
The instructor recieves all of the monies you pay him (ie you are paying the instructor not the company....which creates the grey area).
Hopefully this will help you understand some of the arguments you may face, helping you to be successful.
Your instructor has shown some horrific behavious and service. You are absolutely right to complain. I will make some statements below. I am not accusing you in the slightest. I am trying to play devils advocate and use that to suggest suitable responses for you to use. I have used info in your posts but you may need to adapt some to scenarios. Feel free to ask for clarification and PM me if necessary.
Why have you only complained after 40hrs?
You already have some great responses yourself in a previous post. I would emphasise that those 40hrs were taken over a VERY short space of time (less than 2 weeks?) and with the intensity of the lessons you found it difficult to reflect, pinpoint concerns earlier. You blamed yourself for being incompetent and needing to repeat the same route so often. It is only since new instructor you have recognised that the service provided and behaviour was very poor.
They may use the excuse that traffic meant he was late. Your response would be that he needs to manage his diary better given that he was consistently late. Work out exactly how much time you think you missed, that shoukd be your absolute rock bottom reimbursement. If you can categorically tell them that you have missed 3 1/2 hours of tuition you have paid for...that is a service that hasn't been provided. They may try and argue that he may have dropped you off 5 mins late occassionally to compensate. Stand your ground.
They may argue that a 10min break is normal - its not. Sure hr may need a loo stop occassionally but not EVERY lesson. They may argue that even after you think the lesson is finished the verbal debrief/recap is still part of the lesson. I know this isva different issue but is a standard response to short lessons designed to distract you.. Stand your ground. If he wasn't in the car because he was late or in the loo that couldn't possibly form part of the 40hrs you have paid for.
Why do you want to be refunded for more that 3 1/2 hours (based on the lateness examplr above)?
Because one expectations the DSA have from instructors is that they will allow pupils to learn EFFICIENTLY. I feel that repetition of routes, excessive time spent driving to unnecessary destinations, failure to teach ghe basics (eg MSM) and time and money that I spent on x tests was clearly wasted when I was not properly prepared and your instructor should have been competent enough to advise me to cancel the booked test and/or not encouraged me to rebook so soon. Once again you could work out how much you have spent on your tests including the cost of the driving lesson to hire the car.
They may try and deflect responsibility to the instructor (due to self employed scenario). In this case you could add a complaint about the services they provide. You expect them to work with/put you in contact with a reputable instructor and you feel they have failed on this point. Who did you actually pay? Presume you paid by cheque or card to the company if it was a block booking. This will have gone straight to the instructor (but you dont know that ) so try and argue that you made payment to the company for a service which has been unacceptable.
Some more questions to think about which might add to your argument.
Am I right in thinking that your instructor wasn't really local to you? Why did they place you with that instructor?
Why did you need to travel to London? Was there any value in advancing the skills necessary to pass test? If not...there's another complaint. Sounds like the instructor just wanted to get you onto familiar territory. Sounds like he wasn't flexible enough to teach you outside the area he knew (same possibly with the repeated loop)
They may try and offer you further lessons with another instructor instead of financial reimbursement. Be prepared for that.
I would try and divide your complaint into 3 parts. If you get to the end without a satisfactory conclusion then I would state that you will be making 3 complaints to the trading standards agency and the dsa with respect to the services provided by NAME OF COMPANY and NAME OF INSTRUCTOR and BEHAVIOUR of company.
Hopefully that will show them that you know your rights and may cause them to settle for fear of being reported.
- Service provided by the company.
They have not put you into contact with a competent instructor.
Complain yo trading standards about the COMPANY
- Service provided by the instructor
Competence of the instructor (repeated loops. Inappropriate routes for competence. Relevance to test. Safety & legal checks - him using phone, checking eyesight, your provisional etc), poor advice regarding test readiness- wasted money on actual test and hire of vehicle costs. They may argue pre-booked. You then argue that at no point were you advised to cancel test. Also why were you pressured to rebook test for 2 weeks time if you weren't ready? Shortened lessons
These complaints should be taken to trading standards and I would make it a joint complaint against the company and instructor.
3) complain about the instructors behaviour
Agression
Offensiveness against others etc.
These complaints should be made to the DSA about yhe instructor.
I hope that is useful. Some was already on the thread. Good luck. Let us know how you go. Feel free to ask for any other clarification.