Terms and Conditions
1. Introduction
These Terms and Conditions (“Terms”) govern all training and related services provided by Learn2Pass HGV Training Ltd (“Learn2Pass”, “we”, “our”, or “us”) to any individual or entity (“you”, “the customer”, or “the learner”). By booking, paying for, or commencing any course with us, you agree to be bound by these Terms.
Learn2Pass HGV Training Ltd is registered in England and Wales (Company No. 13614978) with registered office at Ambley Road, Gillingham, Kent. VAT No. 389-6156-41.
2. Bookings and Payments
2.1 All course bookings are subject to availability and acceptance by Learn2Pass.
2.2 A booking is confirmed only when payment of the required deposit or full amount has been received.
2.3 Deposits are non-refundable unless Learn2Pass cancels the course in full.
2.4 Full payment for any course must be received no later than the date specified on your invoice or confirmation email.
3. Cancellations, Rearrangements, and Refunds
3.1 If you wish to cancel or rearrange your course, at least 14 days’ written notice must be provided.
3.2 Cancellations or rearrangements made with less than 14 days’ notice will result in forfeiture of fees paid.
3.3 In cases of genuine illness or exceptional circumstances, Learn2Pass may, at its sole discretion, offer to rearrange your training.
3.4 Courses cancelled by Learn2Pass (e.g. due to mechanical failure, weather, or instructor illness) will be rebooked at the earliest available date at no extra cost.
4. Vehicle Use and Accidents
4.1 All learners must hold a valid driving licence appropriate for the course being undertaken.
4.2 You agree to follow all instructor directions and conduct yourself safely at all times.
4.3 In the event of an accident where you are deemed at fault, an insurance excess of £500 (for drivers aged 25 or over) or £750 (for drivers under 25) will apply and must be paid by you.
4.4 If your instructor considers you not yet ready for the DVSA driving test standard, Learn2Pass reserves the right to postpone or cancel your test to ensure safety and compliance. Test fees may be forfeited in such cases.
4.5 If a training vehicle suffers a mechanical failure, Learn2Pass will provide an equivalent replacement where possible or rearrange the session without charge.
5. Conduct and Behaviour
5.1 Learn2Pass reserves the right to refuse training or terminate a session without refund if a learner behaves in an abusive, dangerous, or intoxicated manner.
5.2 Repeated lateness, failure to attend, or disregard of instructor advice may result in course termination.
6. Finance and Payment Options
6.1 Learn2Pass partners with Snap Finance Ltd, authorised and regulated by the Financial Conduct Authority (FCA).
6.2 Finance is available subject to status and affordability checks conducted by Snap Finance Ltd.
6.3 Learn2Pass acts only as an introducer and does not make credit decisions or provide lending advice.
6.4 Any finance agreement entered into is solely between you and Snap Finance Ltd, and is governed by their terms and conditions.
6.5 Payments made through Snap Finance are subject to Snap Finance’s repayment and cancellation policies.
7. Liability and Insurance
7.1 Learn2Pass maintains full public liability and motor insurance for all training activities.
7.2 Except in cases of death or personal injury resulting from our negligence, Learn2Pass shall not be liable for any indirect loss, consequential damages, or loss of earnings.
7.3 Learners are advised to arrange personal accident or income protection insurance where appropriate.
8. Certificates and Test Bookings
8.1 DVSA test bookings are made on your behalf once your instructor confirms readiness.
8.2 Missed or failed tests due to lateness, lack of documentation, or learner error are non-refundable.
9. Data Protection and Privacy
9.1 Learn2Pass processes personal data in accordance with the UK Data Protection Act 2018 and the UK GDPR.
9.2 Information is used solely for the purpose of course administration, DVSA test booking, and communication with you or finance partners.
9.3 We will not share your data with third parties other than where required by law or necessary to deliver your training (e.g. Snap Finance Ltd, DVSA).
10. Force Majeure
Learn2Pass shall not be liable for any delay or failure in performance caused by circumstances beyond its reasonable control, including but not limited to weather, illness, pandemics, industrial action, or vehicle breakdowns.
11. Governing Law and Jurisdiction
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact
For questions or concerns regarding these Terms, contact:
Learn2Pass HGV Training Ltd
Ambley Road, Gillingham, Kent
01795 667008 / 07956 002233
enquiries@learn2passhgv.co.uk
Complaints Policy
1. Our Commitment to You
At Learn2Pass, we pride ourselves on delivering high-quality driver training and customer service across every stage of your journey. Whether you are pursuing an HGV licence, accessing support services, or considering finance options through our trusted partner Snap Finance, we are committed to ensuring that your experience is positive, transparent and fully supported.
However, we recognise that it is not impossible for something to go wrong. Should that happen, we want to hear from you. Your feedback helps us resolve issues promptly and identify areas for ongoing improvement. This Complaints Procedure outlines how you can raise a concern, how we will handle it, and what your options are if you remain dissatisfied with the outcome.
2. Scope of This Procedure
This policy applies to all complaints related to:
• Driver training services provided by Learn2Pass, including tuition, course delivery, test booking, and customer support
• Administrative processes including course scheduling, payments, and cancellations
• Finance options offered through Snap Finance as part of our customer payment plans
• Any interactions with our staff or third-party partners under the Learn2Pass brand
If your complaint relates solely to your finance agreement, Snap Finance may need to investigate directly. However, we will support and guide you throughout the process.
3. How to Make a Complaint
You can submit a complaint in the following ways:
Email: peterkohn@learn2passhgv.co.uk
Phone: 01765667008
In Person: You may speak directly with an instructor or office staff, who will refer your concerns to management
In order to assist us in addressing your complaint thoroughly, please provide the following information:
• Your full name and preferred contact details
• A clear description of the issue or concern
• The date(s) the problem occurred
• Names of any Learn2Pass staff involved (if applicable)
• Supporting documentation, photos, receipts or reference numbers (if available)
If someone is raising a complaint on your behalf, we may require written confirmation or authorisation from you before we proceed.
4. Our Complaint Handling Process
Step 1: Acknowledgement
We will acknowledge your complaint in writing within three working days of receipt. This confirmation will include the name of the person handling your complaint and a reference number for future correspondence.
Step 2: Investigation
We will investigate the complaint thoroughly and fairly. This may involve:
• Reviewing your training records or booking history
• Speaking with relevant instructors, admin staff, or finance representatives
• Examining any communication or documents involved in the issue
• Consulting DVSA standards or other regulatory guidance if necessary
Our aim is to treat any complaints that may arise objectively, with empathy and professionalism.
Step 3: Response
We will provide a written response within fifteen working days. If we require more time to investigate fully, we will notify you and explain the reason for the delay. In all cases, we will issue a final response within eight weeks from the date of the original complaint.
The final response will:
• Explain the outcome of our investigation
• Outline any steps taken or proposed to address the issue
• Confirm whether the complaint is upheld (in full or in part)
• Provide details of your rights, including any external escalation routes
drivers under 25) will apply and must be paid by you.
5. If you are Dissatisfied with the Outcome
If you remain dissatisfied with our final response and your complaint relates to financial services (for example, the Snap Finance agreement), you may refer the matter to the Financial Ombudsman Service (FOS).
You must do this within six months of the date of our final response.
Contact Details for the Financial Ombudsman Service:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from UK landlines)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
If your complaint relates solely to the provision of driver training or is not eligible for referral to the FOS, we may offer internal review by a different manager or senior team member. We also work with relevant industry associations where appropriate.
6. Special Considerations for the Driver Training Sector
Due to the nature of driver training services, certain complaints may require liaison with external bodies such as the DVSA, test centres, or licensing agencies. In such cases, we will advise you of any relevant third-party processes and assist you in making contact where appropriate.
Please note:
• We cannot override DVSA decisions regarding practical test results
• Complaints about examiners must be referred to the DVSA
• Weather-related test cancellations are governed by DVSA policy and not within our control
Where a complaint relates to health and safety, safeguarding, or discrimination, it will be escalated immediately to senior management and may trigger internal safeguarding or risk protocols.
7. Accessability and Support
We are committed to making our complaints process accessible to all customers. If you require any adjustments (such as large print letters, telephone updates, or support in making a written complaint), please let us know and we will do our best to accommodate your needs.
Customers with learning differences, language barriers, or disabilities will be supported sensitively and confidentially.
8. Record Keeping and Continuous Improvement
All complaints are recorded securely in our internal system, along with actions taken and outcomes. These records are reviewed quarterly by management as part of our ongoing commitment to quality assurance.
Complaints are not viewed negatively. In fact, they are treated as valuable feedback and contribute to staff training, policy reviews, and service improvements.
9. Confidentiality and Data Protection
We handle all complaints in line with our Privacy Policy and data protection regulations. Your personal information will only be shared with those involved in investigating or responding to your complaint and will never be disclosed externally without your consent unless legally required to do so.
10. Contact
For questions or concerns regarding these Terms, contact:If you would like to discuss this policy, make a suggestion for improvement, or request a printed version, please contact our team directly at:
Learn2Pass HGV Training Ltd
Ambley Road, Gillingham, Kent
01795 667008 / 07956 002233
enquiries@learn2passhgv.co.uk