Customer Charter

Clearway Driver Training Customer Charter

A breakdown of the service standards you can expect from your Clearway Driver Training instructor.

Our Obligations To You

• Your instructor will be licensed by the Driver & Vehicle Standards Agency (DVSA) to give driving tuition
  
  
• Your instructor will suggest the most appropriate training and aids to help you study for your theory and hazard perception tests
  
  
• Your instructor will tailor a course of practical training to meet your specific needs throughout your training with Clearway Driver Training
  
  
• Your instructor will give you relevant feedback throughout your lessons and at the conclusion of each lesson
  
  
• Your instructor will monitor your learning progress and recommend the appropriate time to apply for your practical test
  
  
• Your instructor will, if necessary, advise you to reschedule a practical test appointment if it is felt that your needs would be better served by taking the test at a later date
  
  
• Your instructor will only ever provide training on a one-to-one basis with no other learner driver in the car
  
  
• Your instructor will honour the full time paid for each lesson. This includes an introduction, the practical training and a debriefing period
  
  
• Your instructor will always conduct themselves in a professional manner, abiding by the law and not discriminating against any learner
  
  
• Your instructor will always maintain the highest standards of personal conduct, including not smoking during training, providing courteous service and restricting mobile phone calls to emergencies and calls relevant to your lesson
  
  
• Your instructor will make every effort to avoid unnecessary physical contact. However, due to the confined nature of sitting in a car, physical contact is sometimes unavoidable, especially in matters of safety (For example: needing to turn the steering wheel quickly to avoid a collision). Where this occurs, your instructor will explain the need for their actions immediately
  
  
• Your instructor will provide a modern, properly maintained, dual-controlled car on every lesson
  
  
• Your instructor will always endeavour to be on time at the agreed meeting point. However, traffic conditions and other outside influences may cause an instructor to be late. Where this happens, your instructor will attempt to contact you to inform you of the delay
  
  
• Your instructor will endeavour to give you as much notice as possible should a lesson need to be rescheduled. However, it may be necessary to cancel lessons at short notice due to illness or circumstances beyond your instructor’s control
  
  
• Your instructor will respond professionally to any worries or issues which you may have and try to resolve them easily and efficiently
  
  
• Your instructor will provide you with an out-of-hours contact number if your lessons start or end outside of our standard office hours