Complaints Procedure

If you are unhappy with any aspect of the Drivzu service, we want to hear from you. Our complaints process is designed to be straightforward and fair.

Step 1: Contact support

Send your complaint to support@drivzu.ie. Please include:

• Your full name and the email address associated with your Drivzu account
• A clear description of the issue or concern
• The date(s) the issue occurred
• Any relevant booking references or supporting evidence
• The outcome you are seeking

Step 2: Acknowledgement

We will acknowledge receipt of your complaint within 2 business days. You will receive a confirmation email with a unique complaint reference number for tracking purposes.

Step 3: Investigation and response

We will investigate your complaint thoroughly and provide a written response within 15 business days of acknowledgement. Our response will include:

• A summary of the complaint as we understand it
• The findings of our investigation
• The action we have taken or propose to take
• Information about how to escalate if you are not satisfied

If we need additional time due to the complexity of the complaint, we will inform you of the expected timeline.

Step 4: Escalation

If you are not satisfied with our response, you may escalate your complaint by emailing legal@drivzu.ie with your complaint reference number and the reason you remain unsatisfied. A senior member of our team will review your case and respond within 10 business days.

If you remain unsatisfied after the escalation process, you may pursue external dispute resolution as described in Section 4 below.

You can raise a complaint about any aspect of the Drivzu service, including but not limited to:

• Lesson quality or instructor conduct: Concerns about the standard of instruction, instructor behaviour, or safety during lessons.
• Payment and refunds: Issues with billing, incorrect charges, or disputes about refunds. See also our Cancellation & Refund Policy.
• Platform technical issues: Bugs, errors, or technical problems that affected your ability to use the platform.
• Content moderation decisions: If you believe a review or content was unfairly removed, or that reported content was not appropriately actioned. See also our Community Guidelines.
• Privacy concerns: Questions or complaints about how your personal data is handled. See also our Privacy Policy.
• Accessibility: Issues with accessing or using the platform due to accessibility barriers. See also our Accessibility Statement.

Drivzu provides a dedicated internal complaint-handling system for instructors in compliance with the EU Platform-to-Business (P2B) Regulation (Regulation (EU) 2019/1150).

• Internal complaint system: Instructors who use the Drivzu platform have access to an internal complaint system specifically designed to handle disputes related to their use of the platform as business users.
• Ranking and visibility disputes: If you are an instructor and believe that your search ranking, profile visibility, or listing has been unfairly affected, you may raise this through the dedicated instructor complaint process by emailing support@drivzu.ie with the subject line "Instructor Complaint".
• Restriction or suspension disputes: If your account has been restricted or suspended, you will be given reasons for the decision and the opportunity to respond before any final action is taken, except in cases of serious safety concerns or legal obligations.
• Mediation: If an instructor complaint cannot be resolved through our internal process, mediation is available through a qualified independent mediator. Drivzu will engage in mediation in good faith. Details of available mediators will be provided upon request.

If you are not satisfied with the outcome of our internal complaints process, you may seek external assistance from the following bodies:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides information and advice on consumer rights in Ireland. Visit ccpc.ie for more information.
• European Consumer Centre (ECC) Ireland: For cross-border disputes within the EU/EEA, the ECC Ireland can provide free advice and assistance. Visit eccireland.ie.
• Data Protection Commission (DPC): For complaints specifically about how your personal data has been handled, you may lodge a complaint with the DPC. Visit dataprotection.ie.

Note on EU ODR Platform: The EU Online Dispute Resolution (ODR) platform was discontinued in July 2025. Accordingly, we no longer provide a link to the ODR platform. If you wish to pursue alternative dispute resolution, please use the channels listed above.

Depending on the nature of your complaint, the following regulatory bodies may be relevant:

• Road Safety Authority (RSA): The RSA regulates driving instruction in Ireland. If you have concerns about the qualifications or conduct of a driving instructor, you may contact the RSA directly. Visit rsa.ie.
• Competition and Consumer Protection Commission (CCPC): For consumer protection matters, including unfair commercial practices and consumer rights. Visit ccpc.ie.
• Data Protection Commission (DPC): For data protection and privacy matters under GDPR. Visit dataprotection.ie.
• National Disability Authority (NDA): For accessibility-related concerns and compliance with accessibility standards. Visit nda.ie.

You can reach us through the following channels:

• General support: support@drivzu.ie
• Legal enquiries and escalations: legal@drivzu.ie
• Privacy and data protection: privacy@drivzu.ie

Drivzu Ltd
Dublin, Ireland

We are committed to resolving complaints promptly and fairly. Your feedback helps us improve our service for everyone. For related policies, please see our Terms of Service and Community Guidelines.