“I never thought to check the terms and conditions for such a trivial and logical service such as this, but on about page 3 they have wrote this.
"Learner Driver Tuition – Refund Policy
All payments are non-refundable"
Being a driving school, I would imagine the vast majority of the payments they receive are to do with learner driver tuition, but apparently those 5 words is all they need to include in their T&Cs to hide behind the fact that they never have to actually provide a service and there is nothing you can do, even having paid by credit card.
I am gobsmacked that this can even be legal.”
“DO NOT USE!!
DO NOT USE!!! My son booked for manual and an instructor turned up on his first lesson in an automatic. He booked an intense course but no help and lots of confusion on how this works which ended up him using two lesson well before his test that were a waste. He then had a big gap without a lesson. Once he started the lessons again he he had an instructor who had not passed his third part of the driving instructor course therefore then when unable to continue giving him lessons. All in all he ended up having 5 different instructors, his last instructor he was trying to get a lesson with for over 3 weeks it turned out the instructor was in hospital. It was only through me contacting pass and go that we found this out. I have complained to pass and go about the poor service and the lack of confidence my son has due to so many different instructors but they are not interested. They stated no refundable even though they have not provided the service stated. I will be looking at taking this further.”
“Leroy was my test examiner he put me at ease so i could carm my nurves and give it my best shot. Cant thank him enough for being friendly and professional!”
“Terrible instructors, can't even drive or park properly. Almost crashed into me at a roundabout not so long ago & that was the instructor driving ffs!”
“Formal Complaint – Missed Lesson, No Apology, No Refund
To Whom It May Concern,
I’m writing to formally complain about the disgraceful treatment my daughter has received from Pass and Go.
She booked her first driving lesson with your company — an experience she was understandably excited and nervous about. But the instructor never turned up. There was no phone call, no message, no apology. Just complete silence.
We later found out from the instructor you assigned that he hadn’t even started working for Pass and Go. So not only did you fail to provide the service we paid for, but you misled us about having an instructor in place.
We submitted an escalation form on July 2nd requesting a refund. As of today, July 31st — 29 days later — we’ve heard nothing of substance. Your customer service responses have been dismissive and unhelpful, essentially telling us to just keep waiting.
Let me be absolutely clear: you took money for a service you never provided, never explained, never apologised for, and are now refusing to refund.
The lack of professionalism, accountability, and basic courtesy is staggering. Your company showed no regard for a 17-year-old girl left waiting on her doorstep, full of nerves, for a lesson that was never going to happen. That’s not just poor service — it’s shameful.
We expect a full refund immediately.”
“Paid £70 and had to cancel, but they refused to give me a refund. Tried talking to them and got nowhere. Really disappointing – wouldn’t recommend. Be careful before handing over any money.”
“I have had multiple instructor’s previously but since having Samuel he has made my experience so much more enjoyable. Helpful and friendly instructor who helped me to pass my test with only 3 minors”
“Do not go through this company. They take your money but don’t give you any lessons. You register for manual but they try to book you with automatic. When you ask for a refund they will not give you it. Absolutely shocking customer service.”
“I had 2 instructors with PnG, both staggeringly bad teachers who couldn't cope with anxious students... Recommends the average 40 hours (£1.5k!!) for a subpar and emotionally brutal service. Actively ruins students' confidence, hurts their decision-making ability, and gives very VERY poor feedback so you don't improve and -no surprise- have to book more lessons with the awful instructor. You will learn to drive but it will be expensive, painful, tear inducing, humiliating, stressful and emotionally wrecking.”
“Just a big thank you for my instructor Tony Potts who was very patient and helped me gain my confidence as I was a nervous driver at times, I passed my test this morning first time with Pass'N'Go. Thank you Tony 😁🤘 would definitely recommend,”
“I Paid for 10-hour 2 months later never had one lesson.
Awaiting on a refund to go else where they seem to think I'm going to wait 28 days for their failures. No, I'm going to their offices and take the value of!
Its the only language they know!”
“Miss x was told by instructor that she was ready for test so test was booked nearer test date Miss x asked if still thought she was still ready but instructor said she needed more lessons she disagreed and said she was still going to take test and instructor said well your not going to use the car so she's had to rebook test and find another instructor hope this one isn't as mean and greedy as the P&G one.”
“Rude, abusive and terrible complaint oversight
Initial instructor was rude and verbally abusive. Never ever known anything like it. She destroyed my sons confidence and would smirk, laugh and shout. When he got the confidence to challenge her appropriately about it, she stated that he just irritated her. She taught him nothing either, just left him to figure it out. He was transfered to another instructor, which by the way you can't do at your own request if you book the so called fast track courses. That instructor didn't have availability for his test date but yet he had to still use up hours with her. Then finally he was put with a make instructor that had availability. This guy was amazing! However, my son ended up paying for 3 instructions to assess his driving, which is hours wasted out of proper lessons... 6 hours in total. When a complaint was put in about the initial instructor, it turns out that they are self employed so it is them that respond to the complaint and them that decide if to refund you...NOT the company. So despite the instructor admitting she had shouted, she had stated that he irritated her etc, she refused to refund and that was the end of the case. Disgusted...and I would advise NEVER EVER to use this company. There are strict rules on what you can and can't do as the student but no oversight or consequence as the instructor.”
“Useless instructor. Cannot read road markings -⬆️ means straight on, not try turn right & slam into unsuspecting vehicle at the side of you. You would then assume that the learner car accepts liability.. nope. Do not waste your money paying for the expertise of these cowboys?”
“I had lessons with Alan Dickinson and he was really great (don’t tell him that tho) especially since I was very nervous at times but he was very patient with me. I had about 12 hours of lessons with Alan before I took my test and I made lots of progress in that short time. Definitely recommend !”
“Absolutley disgusting treatment from this company i have spent over a thousand pounds for my daughters driving lessons now her instructor has left the company just as shes ready for her last few lessons having passed her theory she needs another instructor. it is impossible to speak to someone leaving her with a huge gap in lessons they are just a middle man taking your money they do not care at all we are now going to go with another company”
“Shocking, terrible with instructor (Trevor Scott) terrible service with me makes excuses for lessons I paid for a booking of 10 hours £280 hasn’t showed up for one cancelled my lessons on the day of lesson 30 mins before hand got in contact for a refund still haven’t heard anything back from him still waiting for it. I had the lessons booked in for the start of august shocking”
“Really horrible compleat waste off alot of money no body answer phone I got given 2 driving instructor and got taken of the list twice for nothing can't change my driving test even though I can't make that day or time so I will lose my money costumer service is really bad had nothing but negative all the way through highly not recommended”
“Daughter wasted over £1000 on a bad, lazy, unwashed and unreliable "PassNGo" nstructor (Trevor Scott North Tyneside ). Always cancelling her lessons with some lame excuse. Still not on the road after 30 hours lessons majority time NOT driving learnt next to nothing just "rinsing her of her cash.”
