Learners Lounge

Complaints & Dispute Resolution Policy

Mirror, Signal, Success Complaints & Dispute Resolution Policy Last updated: 01 January 2026

Mirror, Signal, Success is committed to providing a professional and fair service. This policy explains how complaints are handled and how disputes are resolved.

This policy applies to:

  • Learners
  • Parents or guardians
  • Instructors
  • Franchise instructors
  • Website users

1. What Is a Complaint?

A complaint is an expression of dissatisfaction relating to:

  • Lesson delivery
  • Instructor conduct
  • Booking or payment issues
  • Application of policies
  • Use of the website or services

General feedback or requests for information are not treated as complaints.

2. How to Make a Complaint

All complaints must be submitted in writing to:

Email: contact@mssdrivingschool.co.uk

Complaints should include:

  • Full name
  • Learner name (if different)
  • Date(s) of lesson or service
  • Clear description of the issue
  • Any relevant supporting information

Complaints made verbally, via social media, or through third parties may not be accepted.

3. Acknowledgement

  • Complaints will be acknowledged within 5 working days.
  • An investigation will then be carried out.

4. Investigation & Response

  • Complaints are reviewed by the business owner or appointed representative.
  • Relevant lesson records, instructor notes, and system data may be reviewed.
  • A written response will be provided within 14 working days, where possible.

If more time is required, the complainant will be informed.

5. Outcomes

Possible outcomes may include:

  • Explanation or clarification
  • Apology where appropriate
  • Correction of an error
  • Application of relevant policy
  • Refund or reschedule only where policy permits

Refunds are not guaranteed and are assessed in line with published policies.

6. Disputes & Escalation

If a complainant is dissatisfied with the outcome:

  • They may request a review in writing within 7 days of the response.
  • The decision following review is final.

We reserve the right to decline further correspondence where a matter has been fully addressed.

7. Conduct During Complaints

Abusive, threatening, or harassing behaviour during the complaints process will result in:

  • Termination of the complaint process
  • Possible suspension or termination of services

8. Legal & External Action

This complaints process does not affect your legal rights.

Where disputes cannot be resolved internally, they may be subject to:

  • Alternative dispute resolution, where appropriate
  • The courts of England and Wales

9. Under-18 Learners

Where the learner is under 18:

  • Complaints may be submitted by the parent or legal guardian
  • The learner may be involved where appropriate

10. Policy Review

This policy is reviewed annually and may be updated where required.

Updates take effect upon publication on this website.

Acceptance

By booking lessons or using services, you confirm acceptance of this Complaints & Dispute Resolution Policy.