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Britannia Driving School - Consumer Right Exist?
I'm posting this new thread wanted to raise a discussion over the Learner Driver's Consumer Right. Does Learner Driver also have the Consumer Right? or How the Learner Driver's Consumer Right is safeguarded after they've paid the tuition fee to a Driving School?
On 31st January 2018, I sent over my Feedback after received an email invitation to provide one from Britannia Driving School. I did state that I wish to have their opinion once this Feedback has been read, after a further reminder, Britannia Driving School seems prefer to ignore my information completely. (today is 20th February 2018)
I attached the full contents of my Feedback here for you to ponder.
_____
Dear Britannia Driving School Customer Care Team,
Firstly, thank you very much for inviting me to give feedback after I had the driving lessons at Britannia Driving School and took my driving practice test.
On Tuesday 16th Jan, I booked 6 hours driving lessons + 1 hour for the test itself on website britannia-driving-school, the customer service team at Live Chat was very helpful. This booking was arranged on the same day when I failed a driving practice test, my test result was 4 faults + 1 dangerous (too close to a left parked car when meeting oncoming cars at a narrow road.)
On Monday 29th Jan, after 8 hours driving lessons (I paid 2 hours extra in person), I failed my driving practice test again with a result of 9 faults + 2 serious.
After the failure on 16th Jan, I learnt that when the road is narrow, when it’s not possible to give 1 meter clearance space to the left, your speed is critical, slow down or stop to negotiate with the situation … I thought if I practise more I would have better chance to pass next time. But after I experienced my new driving instructor, the result is disappointing, here I share some training episode with you…
1) On the first training day, at a car park my instructor numbered out a parking bay and asked me to reverse in, that was a bay at the end of the parking lot not far from the planting area where there were not enough white lines exist. I asked can I park to the other side please, which is empty, also I need the white lines to find my reference point? He still insisted me to park into that bay he’s targeted… I then followed out his instruction but reminded him that an examiner will ask you either drive into or reverse into a bay, but you can choose which bay to park.
I phoned Britannia Driving School after my first 2 hours lesson and asked if I could cancel the lessons and get a refund, sadly I can only get a credit in hours for later use but not a refund.
2) I realised that my instructor might be a type of ‘roboticist’, the student is close to the testing day he still prefer to program them with ‘change gear’ ‘indicate’ ‘turn’, rather than give the student chances to practise his/her own initiative. Use your initiative is actually very important for preparing for the test, after all the real test is silent with directions given only. I decided to bring my own Satnav which I have the 20 testing routes around Isleworth which you can purchase via website drivingtesttips. They are not the exact testing routes but will help you to be familiar with the testing area. I bought the Satnav mat as well, the same type of the mat that the examiner is using, it won’t leave any mark to the car. I wanted to be familiar with the car and the testing area, but my instructor found the Satnav disturbing (we probably only tried for less than 2 minis), he said a part from his ID card at the corner, nothing should be put in front of the windscreen for safety reasons… How about on the testing day, I’ll be given a Satnav to follow and it will be put at the same spot? He said 1 in 5 tests will not use a Satnav.
3) The third training day was arranged at 6-8pm on Sunday 28th Jan, one day before my testing day. He suggested the evening time because he needed an empty car park to fix my steering. He demonstrated his pull push technique, hands meet at 12 clock position, both hands Never Below 4 and 8 clock positions... I wouldn't say this is not a good method, it could be an ideal method for tuning left or right at a 90 degree. He said there should be Only One steering method which is this. I Did Not voice out anything although I’m aware of that there are articles and videos discuss the pull push technique, similar but not exactly the same.
Then we drove out the car park, then there was a T-junction with traffic lights, I was instructed to turn left, and I indicated. He said you don't need to indicate, it's one way, once you stopped here the only direction is turning to the left then you don't need to indicate.
(But I saw it's a T-junction, there were left and right turns. I’ve learnt that you must indicate when turning left or right at a junction... Here is one quote:
WHEN MUST YOU INDICATE
Whilst driving and during a driving test it is compulsory to indicate at junctions, roundabouts, left and right turns and whilst overtaking.
DO YOU HAVE TO INDICATE IF NO ONE IS AROUND?
Put simply, yes! The simple fact of the matter is that you never know for sure if no one is around. You could be taking a left or right turn for example and a pedestrian who you didn’t see is about to cross the road at that junction. They would probably assume you’re not turning since you didn’t indicate.).
Another occasion, a turning point, the waiting cars in front of us did not indicate, so I didn't indicate as well (partly considered to please him). He then asked me why I didn’t indicate. I explained to him that I found this is quite confusion, I don’t normally drive at night time, and tomorrow is my testing day, this new information doesn’t help me much but added more doubts. During the test if I've been asked to turn left or right at a junction, I'll indicate no matter 'necessary or not', as a learner driver if you give extra harmless indication to left or right at a junction, plus you're really turning into that direction, it won't be marked as a fault. There are definitely lots to learn even after you received your full driving licence, that's why as a new driver you are suggested to put a P plate on your car. I asked him please not to confuse me, I'm having the test tomorrow.
That dark evening when he needed to check the tyre pressure I had the opportunity of driving on an uphill bridge with speed limit of 50mph, and experienced a large roundabout with 7 exits. I have to say it is true that I don't normally have chances to driving at 50mph. Around Isleworth driving test centre the maximum speed on A road is 40mph, drive at 50mph at night I was a bit scared. On the way back I probably express my feeling of doubt and wondered whether or not I can pass my test tomorrow. My instructor said if I won't pass I should come back, he will teach me every type of the road from beginning. I said to spend another 50 hours! He said no, not 50 hours. I didn't encourage him to tell me the hours. (He asked me before how many hours I've already done for learning driving, 50? I answered not exactly but nearly.)
4) My test was set at 10:14am, we arranged 2 hours training before the test. At a car park I practiced bay parking to double check my reference point. There was one manoeuvre I wasn't entirely happy with as I had to correct myself once. He instructed me to leave the car park, I asked can I practice one more time please? He said no. I asked again and explained further that I'm going to have my test very soon I need to have the confidence that I can do this parking beautifully in one go. He still insisted me to leave, said we would find another car park. I replied "what's wrong with this car park? It's early morning, the car park is almost empty, plus we're not causing any trouble..." However I followed his instruction and left the car park. I said to him, I couldn't believe this, if you ask your instructor "can I please practice one more time?" An instructor would say "No", you must prefer to live at the Victorian time, wouldn't you consider to adapt a little bit of the modern way of thinking that actually I'm one of your clients?
As he said we then went to another car park where I practiced the bay parking. The question is, is it really necessary on the testing day to be destructive, also exhaust your student's energy in this way?
My instructor kept given instructions "change gear, turn...”. I found it disturbing. I asked if he could give me a mock test that would be helpful (mainly because he can then observe but no need to give action details). He said you don't need a mock test, you already had a real test. I said everyone will find a mock test is helpful... Somehow I think he did give me a mock test later, I remember he said "Now the independent driving part is end." I tried my best to calm down and kept very quiet to prepare for the test...
5) I had the driving test, after 8 hours hard training and 2 weeks driving materials reading that the numbers of the test faults were more than doubled. My instructor tried to say something, I said I want to keep quiet and back to work. He sent me back to the tube station I thanked him, then I said "I won't come back, I need an instructor which will encourage me but not destroying my confidence."
That's the end. The whole experience sounds like a comedy drama (but it’s not really funny). It's hard to understand why a driving instructor can be so unkind to the student, some are really harmless little requests. In this business sector, the driving test failure, the student seems be bound to bear all the responsibilities. How about if one has an instructor like the one I had. I feel he’s tried to add influence as hard as one could to make the driving test even harsh to me.
In my case I lost the investment and time, my instructor got paid, he probably won't notice any difference and will keep his familiar way of training towards to the next student without any hesitation. If I don't write this feedback, no one would know what has happened.
After you've read this detailed feedback, I would like to have your opinion. Do I really sound like an unreasonable and difficult student? Or I don't want to accept… but I feel it was bullying.
You can understand why I am very disappointed with my lessons- the tuition I received, and the techniques offered made me go backwards; a supreme example of negative learning.
_____
On 31st January 2018, I sent over my Feedback after received an email invitation to provide one from Britannia Driving School. I did state that I wish to have their opinion once this Feedback has been read, after a further reminder, Britannia Driving School seems prefer to ignore my information completely. (today is 20th February 2018)
I attached the full contents of my Feedback here for you to ponder.
_____
Dear Britannia Driving School Customer Care Team,
Firstly, thank you very much for inviting me to give feedback after I had the driving lessons at Britannia Driving School and took my driving practice test.
On Tuesday 16th Jan, I booked 6 hours driving lessons + 1 hour for the test itself on website britannia-driving-school, the customer service team at Live Chat was very helpful. This booking was arranged on the same day when I failed a driving practice test, my test result was 4 faults + 1 dangerous (too close to a left parked car when meeting oncoming cars at a narrow road.)
On Monday 29th Jan, after 8 hours driving lessons (I paid 2 hours extra in person), I failed my driving practice test again with a result of 9 faults + 2 serious.
After the failure on 16th Jan, I learnt that when the road is narrow, when it’s not possible to give 1 meter clearance space to the left, your speed is critical, slow down or stop to negotiate with the situation … I thought if I practise more I would have better chance to pass next time. But after I experienced my new driving instructor, the result is disappointing, here I share some training episode with you…
1) On the first training day, at a car park my instructor numbered out a parking bay and asked me to reverse in, that was a bay at the end of the parking lot not far from the planting area where there were not enough white lines exist. I asked can I park to the other side please, which is empty, also I need the white lines to find my reference point? He still insisted me to park into that bay he’s targeted… I then followed out his instruction but reminded him that an examiner will ask you either drive into or reverse into a bay, but you can choose which bay to park.
I phoned Britannia Driving School after my first 2 hours lesson and asked if I could cancel the lessons and get a refund, sadly I can only get a credit in hours for later use but not a refund.
2) I realised that my instructor might be a type of ‘roboticist’, the student is close to the testing day he still prefer to program them with ‘change gear’ ‘indicate’ ‘turn’, rather than give the student chances to practise his/her own initiative. Use your initiative is actually very important for preparing for the test, after all the real test is silent with directions given only. I decided to bring my own Satnav which I have the 20 testing routes around Isleworth which you can purchase via website drivingtesttips. They are not the exact testing routes but will help you to be familiar with the testing area. I bought the Satnav mat as well, the same type of the mat that the examiner is using, it won’t leave any mark to the car. I wanted to be familiar with the car and the testing area, but my instructor found the Satnav disturbing (we probably only tried for less than 2 minis), he said a part from his ID card at the corner, nothing should be put in front of the windscreen for safety reasons… How about on the testing day, I’ll be given a Satnav to follow and it will be put at the same spot? He said 1 in 5 tests will not use a Satnav.
3) The third training day was arranged at 6-8pm on Sunday 28th Jan, one day before my testing day. He suggested the evening time because he needed an empty car park to fix my steering. He demonstrated his pull push technique, hands meet at 12 clock position, both hands Never Below 4 and 8 clock positions... I wouldn't say this is not a good method, it could be an ideal method for tuning left or right at a 90 degree. He said there should be Only One steering method which is this. I Did Not voice out anything although I’m aware of that there are articles and videos discuss the pull push technique, similar but not exactly the same.
Then we drove out the car park, then there was a T-junction with traffic lights, I was instructed to turn left, and I indicated. He said you don't need to indicate, it's one way, once you stopped here the only direction is turning to the left then you don't need to indicate.
(But I saw it's a T-junction, there were left and right turns. I’ve learnt that you must indicate when turning left or right at a junction... Here is one quote:
WHEN MUST YOU INDICATE
Whilst driving and during a driving test it is compulsory to indicate at junctions, roundabouts, left and right turns and whilst overtaking.
DO YOU HAVE TO INDICATE IF NO ONE IS AROUND?
Put simply, yes! The simple fact of the matter is that you never know for sure if no one is around. You could be taking a left or right turn for example and a pedestrian who you didn’t see is about to cross the road at that junction. They would probably assume you’re not turning since you didn’t indicate.).
Another occasion, a turning point, the waiting cars in front of us did not indicate, so I didn't indicate as well (partly considered to please him). He then asked me why I didn’t indicate. I explained to him that I found this is quite confusion, I don’t normally drive at night time, and tomorrow is my testing day, this new information doesn’t help me much but added more doubts. During the test if I've been asked to turn left or right at a junction, I'll indicate no matter 'necessary or not', as a learner driver if you give extra harmless indication to left or right at a junction, plus you're really turning into that direction, it won't be marked as a fault. There are definitely lots to learn even after you received your full driving licence, that's why as a new driver you are suggested to put a P plate on your car. I asked him please not to confuse me, I'm having the test tomorrow.
That dark evening when he needed to check the tyre pressure I had the opportunity of driving on an uphill bridge with speed limit of 50mph, and experienced a large roundabout with 7 exits. I have to say it is true that I don't normally have chances to driving at 50mph. Around Isleworth driving test centre the maximum speed on A road is 40mph, drive at 50mph at night I was a bit scared. On the way back I probably express my feeling of doubt and wondered whether or not I can pass my test tomorrow. My instructor said if I won't pass I should come back, he will teach me every type of the road from beginning. I said to spend another 50 hours! He said no, not 50 hours. I didn't encourage him to tell me the hours. (He asked me before how many hours I've already done for learning driving, 50? I answered not exactly but nearly.)
4) My test was set at 10:14am, we arranged 2 hours training before the test. At a car park I practiced bay parking to double check my reference point. There was one manoeuvre I wasn't entirely happy with as I had to correct myself once. He instructed me to leave the car park, I asked can I practice one more time please? He said no. I asked again and explained further that I'm going to have my test very soon I need to have the confidence that I can do this parking beautifully in one go. He still insisted me to leave, said we would find another car park. I replied "what's wrong with this car park? It's early morning, the car park is almost empty, plus we're not causing any trouble..." However I followed his instruction and left the car park. I said to him, I couldn't believe this, if you ask your instructor "can I please practice one more time?" An instructor would say "No", you must prefer to live at the Victorian time, wouldn't you consider to adapt a little bit of the modern way of thinking that actually I'm one of your clients?
As he said we then went to another car park where I practiced the bay parking. The question is, is it really necessary on the testing day to be destructive, also exhaust your student's energy in this way?
My instructor kept given instructions "change gear, turn...”. I found it disturbing. I asked if he could give me a mock test that would be helpful (mainly because he can then observe but no need to give action details). He said you don't need a mock test, you already had a real test. I said everyone will find a mock test is helpful... Somehow I think he did give me a mock test later, I remember he said "Now the independent driving part is end." I tried my best to calm down and kept very quiet to prepare for the test...
5) I had the driving test, after 8 hours hard training and 2 weeks driving materials reading that the numbers of the test faults were more than doubled. My instructor tried to say something, I said I want to keep quiet and back to work. He sent me back to the tube station I thanked him, then I said "I won't come back, I need an instructor which will encourage me but not destroying my confidence."
That's the end. The whole experience sounds like a comedy drama (but it’s not really funny). It's hard to understand why a driving instructor can be so unkind to the student, some are really harmless little requests. In this business sector, the driving test failure, the student seems be bound to bear all the responsibilities. How about if one has an instructor like the one I had. I feel he’s tried to add influence as hard as one could to make the driving test even harsh to me.
In my case I lost the investment and time, my instructor got paid, he probably won't notice any difference and will keep his familiar way of training towards to the next student without any hesitation. If I don't write this feedback, no one would know what has happened.
After you've read this detailed feedback, I would like to have your opinion. Do I really sound like an unreasonable and difficult student? Or I don't want to accept… but I feel it was bullying.
You can understand why I am very disappointed with my lessons- the tuition I received, and the techniques offered made me go backwards; a supreme example of negative learning.
_____
0
Comments
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OP, can you confirm that you previously had driving lessons with another instructor / company ? Why did you change.
Its a long post but I think you struggle to listen and take instructions.0 -
Have you really had 50 hours of lessons, or did I lose the plot?
I'm sorry, sweetie, but if that is the case then perhaps you may need to consider that some people - yourself included - really shouldn't be driving.0 -
I'm not surprised they haven't responded. It's too long and not particularly insightful.
You may need to change your attitude and willingness to take instruction. These instructors will have hundreds of successful candidates, each with their own approach to driving and the test. However the instructors are experts in the test and bringing people up to test standard.0 -
I'm not sure where Consumer Rights comes into this? Lily - are you complaining about not being able to get a refund after the first two hours and only being offered a credit of the rest of the hours? That's probably in the terms and conditions that you signed up for. If you really couldn't get on with that particular instructor, then you might have been better off taking the credit and asking them to find a different instructor.
Or are you complaining that the instructor was too directive in telling you to change gear etc when you thought you only needed practice. Well, he should have assessed this in the first half hour or so and if he needed to keep on doing it - then maybe you aren't as ready as you thought you were.
Or are you complaining that your second practice test came off worse than your first one instead of better? Sorry - but some of the things you are saying suggest that you aren't ready for a test yet.
Not every parking space has white lines.also I need the white lines to find my reference point
Wrong - you should have indicated if it was appropriate to the junction - not what everyone else is doing.The waiting cars in front of us did not indicate, so I didn't indicate as well (partly considered to please him
Yes it can be, the first time you do it - but that's another hint that you aren't ready.Around Isleworth driving test centre the maximum speed on A road is 40mph, drive at 50mph at night I was a bit scared
You may have been a bit unlucky with an instructor who is set in their ways and you didn't really build a rapport (It looks like English isn't your mother tongue - that might be a minor factor too) but also it looks like you are wanting to be taught exactly and only how to pass the test.
What do you want Britannia to do? Maybe a goodwill gesture of some more lessons with a different instructor would help.I need to think of something new here...0 -
You may need to change your attitude and willingness to take instruction. These instructors will have hundreds of successful candidates, each with their own approach to driving and the test. However the instructors are experts in the test and bringing people up to test standard.
Not necessarily. He might have qualified a few days previously or may not even have qualified at all.
FWIW, if the OP's account is accurate, he doesn't sound very good.0 -
'After the failure on 16th Jan, I learnt that when the road is narrow, when its not possible to give 1 meter clearance space to the left, your speed is critical, slow down or stop to negotiate with the situation '
No instructor needs to teach you that. It's just basic common sense: on narrow roads, you drive more slowly...No free lunch, and no free laptop
0 -
'After the failure on 16th Jan, I learnt that when the road is narrow, when its not possible to give 1 meter clearance space to the left, your speed is critical, slow down or stop to negotiate with the situation '
No instructor needs to teach you that. It's just basic common sense: on narrow roads, you drive more slowly...
I'm assuming your suggestion that common sense makes instruction redundant is satirical.;)
Anyway, the OP seems to be extrapolating from the one metre clearance rule (specifically for passing parked cars) to narrow roads in general. I suspect her recollection of her early lessons is less than perfect.0 -
If driving at 50mph at night scares you with dual controls how will you cope without someone able to brake for you? You aren't ready mentally at least, sorry.0
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OP, there is only one person on this thread you need to listen to (apart from me
), and they have a '4' and a '5' in their user name (not necessarily in that order).
Firstly, as an ADI, I can honestly state that 50 hours driving isn't unusual at all, it is barely above average (for taught hours, disregarding any private practice).
I would agree that, taking what you have written at face value, your instructor wasn't worth the plastic that wraps his/her green badge.
Sadly lots of ADIs are like you describe, 'my way or the high way' - far too many equate being in control of a lesson with 'do what I say'. They are two different things.
Keep trying instructors until one 'feels' right. We are out there, but you do have to sort the wheat from the chaff.0
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