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Customer Care Charter
1) Aco UK instructors are fully qualified, Approved Driving Instructors. (ADI) Licensed by the Driving Standards Agency (DSA) and CRB checked, He or she will display their green (ADI) certificate at all times.
2) Aco UK instructors will be courteous, polite, tidy and punctual. He or she will also behave in a professional and ethical manner at all times.
3) Aco UK instructor's car will be fitted with dual-controls, well maintained, clean and tidy. The cars are of course fully insured for driving tuition.
4) Aco UK instructors will not smoke while giving tuition, nor will they use your lesson time for any other form of business, personal or otherwise.
Driving License and Eyesight.
5) The learner must hold a current, valid driving licence (provisional or full), which must be produced on their first lesson, the instructor will make a note of the relevant details.
6) The instructor will also check that the learner 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.
Learner Comfort and Safety.
7) In the interests of comfort and safety, learners are advised to wear suitable footwear and clothing which does not restrict movement.
8) Learners must also take note of any medication they are taking that may affect their ability to drive safely and inform their instructor accordingly before taking any lesson booked.
9) Aco UK instructors have the right to refuse commencing or withdraw instruction before or during lesson if the student appears (or seems) to be under the influence of drugs and or alcohol or is being abusive.
10) Learners should be courteous to other road users at all times.
Booking.
11) To provide consistency and continuity, all lesson bookings should be made directly between the pupil and the allocated Aco UK instructor.
12) 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.
Aco UK instructors will provide (if requested) a receipt for any payments.
13) All driving courses not paid for in full by the due date will be considered as cancelled by applicant.
14) Gift Vouchers are Valid for 12 months from the date of purchase.
Please note:
15) The deposit or any subsequent training fees paid are not refundable in the event you decide to cancel the training once the booking has been accepted by your local Aco UK instructor. At this point a binding agreement is made between yourself and the local Aco UK 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 31). However, a full refund will be given if your local Aco UK instructor is unable to meet any special requirements noted.
(Please request "Special Requirements" confirmation when booking.)
Prices.
16) The price of lessons will be stated from the outset. Providing you’re having regular lessons, the cost of your tuition will be honoured, irrespective of any price increase that may occur; your tuition fee is based on the normal lesson price in force at the time of your starting with us. However, Please note; if more than 4 weeks have elapsed between driving lessons, price increase may be applied, you will be notified well in advance of any such changes.
Please note:
17) Payments should be made by cash or cheque made payable to your instructor not Aco UK.
18) Unpaid cheques made payable to Aco UK instructors will incur a £30.00 administration fee.
Punctuality.
In their own interest learners aread vised to be punctual for lesson appointments.
19) If you are unfortunately late for your lesson, the lesson will still finish at the original time as the instructor has to keep to his/her planned timetable for that day.
20) If delayed call/text your Aco UK instructor as soon as possible, The Instructor's reserve the discretion to enforce, waiver or amend the cancellation charges and fees.
21) Aco UK instructors will normally wait for a maximum of 30 minutes before the full lesson would be abandoned. For non-appearances the lesson fee may be forfeited or become due for payment at the Aco UK instructors discretion.
22) If the Aco UK instructor is delayed due to unforeseen circumstances. Any lesson time lost as a result of this would be made up by the Aco UK instructor either at the end of the normal lesson time if possible or at a later date convenient to both parties.
Lesson Postponement.
23) We ask that you give your Aco UK instructor, 48 hrs notices if you need to change or cancel any lesson. Provided the Aco UK 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 Aco UK instructor, be lost or charged.
24) Your Aco UK instructor reserves the right to postpone lessons if he or she feels the weather or road conditions are unsuitable or dangerous.
Please note;
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. The Aco UK instructor cannot be held responsible for any costs incurred as a result of him or her having to postpone any lessons, for whatever reason. Your Aco UK instructor will inform you immediately they themselves are aware of the need to change or cancel your lesson.
25) If your Aco UK instructor cancels your lesson with notice of less than 1 day you may, at his or hers discretion, be entitled to a free lesson. However, illness, mechanical failure, traffic or weather conditions or any other circumstance reasonably unforeseen and beyond our control will
not be a valid reason for a lesson refund.
Test Bookings.
26) Driving tests can be booked by you, or your Aco UK instructor on your behalf.
27) Test appointments must be notified to your Aco UK instructor as soon as they are known; otherwise, they cannot guarantee to provide a vehicle for the test.
28) Please note: In the interests of customer and public safety your Aco UK 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.
Test cancellation.
29) The DSA requires three clear working days notice of cancellation or postponement of your test. Failure to provide the required notice will result in the loss of your test fee. Your Aco UK instructor cannot be held responsible for any postponement or cancellation of tests by you or the DSA for any reason. However, they will assist you in arranging a new test should this occur. In addition, they will advise you on how to reclaim expenses from the DSA should they cancel your test without proper notice.
Complaints.
30) Aco UK value our customers greatly and work hard to meet all their expectations in full. However, in the unlikely event that you are not completely satisfied with any aspect of our service, please discuss your concern, with your Aco UK Instructor. In the first instance, all efforts must be made to resolve the problem directly with the Aco UK instructor. If you are still dissatisfied, please contact us, you will need to put your complaint in writing to the Aco UK instructor franchise Quality Control Director, Aco UK, 189 Church Street, Braintree, Essex CM7 5LH.
Your statutory rights.
31) These terms and conditions will not reduce your statutory rights relating to faulty or incorrectly described goods or services provided. Aco UK instructors have a statutory obligation to provide you with goods and services 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.
Links to third party sites.
32) The Aco UK Driving School Web Site may contain links to other Web Sites ("Linked Sites").
The Linked Sites are not under the control of Aco UK and Aco UK is not responsible for the contents of any Linked Site, including without limitation any link contained in a Linked Site, or any changes or updates to a Linked Site. Aco UK is not responsible for web casting or any other form of transmission received from any Linked Site. Aco UK is providing these links to you only as a convenience, and the inclusion of any link does not imply endorsement by Aco UK of the site or any association with its operators.
Acceptance.
33) Your deposit / payment is your full acceptance of our terms and conditions.
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