“I Want to Complain About a Driving Examiner”

complain-about-a-driving-examinerIt’s a question we occasionally get asked – “How do I complain about a driving examiner?” Thankfully, we are hearing of fewer and fewer instances of people having issues with examiners’ bad attitudes towards driving test candidates and driving instructors. We have personally found most examiners to be very friendly, professional and approachable. This is likely to be down to the DVSA’s increased emphasis on providing excellent customer service. In this article, we explain how driving examiners are trained and continually assessed. We also look at how you can express your concerns or even complain about a driving examiner, should the need arise.

Firstly, let me share a true story…

Whilst sat in a Driving Test Centre waiting room one day, several nervous driving test candidates awaited the arrival of their examiners. Increasingly loud footsteps prompted their arrival, one by one. Each called the name of their candidate, whilst each instructor anxiously hoped their pupil wouldn’t get… ‘John’. John was the examiner notorious for his extraordinary ability to transform a reasonably calm and confident pupil into a gibbering, nervous wreck within seconds of him meeting them.

John walked into the waiting room, standing tall and firmly holding his clipboard, with his air of authority and self-importance. Without even looking around the room to smile and pleasantly greet the instructors in the room, as all the other examiners did, John called the pupil’s name. “Ben Smith. Can I see your driving licence?” Ben promptly stood up from the seat next to his mum, who had gone with him to the test centre. Clutching a flimsy A4 plastic sleeve full of, mainly unnecessary, documentation such as; his car’s purchase receipt, MOT certificate, insurance policy, theory documents, Highway Code and other paperwork Ben nervously handed John a DL-sized transparent plastic wallet, which held his photo card and counterpart driving licence. In his nervous haste, he dropped the entire contents of the A4 plastic sleeve all over the waiting room floor. As Ben scrambled around the floor to pick up his paperwork, the examiner tossed the driving licence, still in its transparent wallet, onto the table in front of Ben, and said, “Take the licence out of that.” The examiner then turned to stare blankly out of the waiting room window, still clutching his clipboard. driving-test-anxietyAs the seconds passed, he glanced impatiently at his watch whilst Ben gathered his belongings. By this point, Ben was visibly shaken, sweat forming on his forehead, blushing, and rippling with fear. Hardly able to keep his hands steady as he did so, he removed the paper counterpart and plastic card from the DVLA stamped plastic wallet and handed it to John.

As soon as the door to the test centre closed behind the last examiner and test candidate, Ben’s mum looked over at all the instructors in the room and said, “Wow – what a horrible, horrible man. Is he always like that?” We all nodded in agreement – Ben had drawn the short straw.

Why is it that the vast majority of driving examiners can be pleasant and able to put pupils at ease, whilst a very small number of others can turn the test candidate into a fearful mess before they even get into the car? How can it be fair? And as instructors, can we, and should we, do anything to complain about a driving examiner?

driving-examiner-bad-dayWe all have bad days

It’s true that we all have our bad days – we all have personal ‘stuff’ going on in our lives that can sometimes negatively impact our mood. I’m sure that being an examiner can be quite challenging at times. Some Approved Driving Instructors might say that it’s the same for us. In an ideal world, we would all keep our personal stuff hidden – ‘fake’ a good mood so that our personal baggage doesn’t impact on our work. But let’s face it, we’re all human and from time to time, others might notice our aura of discontentment.

But that is not what this article is about. We’re discussing those examiners that have a reputation for instilling fear in test candidates or those that show little respect towards driving instructors – those who could at times be described as negative, condescending, arrogant or even rude. Thankfully these examiners are few and far between, but we’ve received enough feedback about it to take some time to provide you with an insight into how examiners are trained and assessed in terms of providing a positive customer experience, and what you, or your pupil, can do about it if you feel particularly aggrieved by an examiner at your test centre.

“How are examiners initially assessed and trained in customer service?”

dvsa-training-academyDuring a recent visit to the DVSA’s Training & Development Centre in Cardington, Bedfordshire, we learned more about the examiner training process and we asked a senior trainer to what extent personality traits and attitudes are taken into account when examiners are trained. We also learned how the DVSA openly welcome feedback from driving instructors and driving test candidates, especially when someone feels the need to complain about a driving examiner due to their attitude or general manner.

We were pleased to learn that potential candidates for the position of driving examiner are assessed on their personality characteristics and customer service throughout the whole process, from the initial application form through to final test centre placement, and beyond.

All trainee examiners must undertake Situational Judgement Tests during training – some of these are scientifically designed to highlight any issues in respect to personal thought processes and responses. In addition, job-related role play assessments take place, in which professional actors are used in problem scenarios to see how the trainee examiner responds. This, again, highlights strengths and weaknesses in their ability to deal with members of the public.

Throughout their time at the Training & Development Centre, trainee examiners are continually assessed against 4 core competencies:

  1. Control of the test
  2. Assessment of the test
  3. Completion of paperwork
  4. Customer service

dvsa-customer-serviceThe ‘customer service’ element looks at how the trainee examiner relates to, and communicates with, everyone else during their 4-6 week training course. In life beyond the course, everyone that examiner could come into contact with in their working life is defined as the ‘customer’. This, of course, includes learner drivers and their instructors.

Trainees are closely observed on how they communicate with the test candidate during role play driving tests and to the trainers providing feedback and classroom training throughout the programme. Communication and behaviour during social gatherings, meal breaks, and even smoking breaks, is subtly scrutinised – this includes the trainee’s relationship with their fellow candidates, trainers and other staff members at Cardington, even extending to the cleaners, canteen and hotel staff. Nothing goes unnoticed.

In learning about customer service, trainee examiners are taught the need to be fully aware of, and adapt; their body language, the way they observe the candidate, their seating position, respect of the candidate’s personal space, suitable levels of eye contact, appropriate tone of voice, etc. A large part of customer service training is centred around how verbal and non-verbal communication can be interpreted, or misinterpreted. Therefore, all qualified examiners should be aware that it is how their verbal and non-verbal communication is interpreted by others that is important – more so than the intention behind that behaviour.

EXHIBITION-(1)When training and assessing candidates for driving examiner positions, senior training staff at Cardington are looking for people with specific personal characteristics and customer service skills. They need to have a calm confidence, especially when in confrontational situations. But they equally need to be reassuring when dealing with test candidates who have emotional outbursts.

“Yes, but what happens after placement at a driving test centre?”

It’s all well and good for a trainee examiner to be able to demonstrate good customer service skills whilst in the presence of senior trainers at the DVSA Training Centre, but what happens when they’re out there in the real world? Isn’t this when the problems start?

dvsa-cardingtonThe training team at the DVSA acknowledge the fact that no matter how many assessments, role plays and Check Tests are conducted during training and whilst out there on the job, trainee and qualified examiners are often able to ‘play the game’ when being assessed. Their actual conduct whilst out there on the job could be something entirely different. During a trainee examiner’s initial training programme, the environment at the Training Centre is very positive, and as such, the trainee examiners’ behaviours are positively influenced by those around them.

This same influence will affect them after they are placed at a driving test centre. They will continue to be influenced by their peers – if a more long-standing examiner, working closely alongside them, has poor attitudes, then the new examiner is much more likely to mimic their behaviour.

For the first 9 months, which includes the 4-6 week training period at Cardington, each new examiner is on probation. They are very closely supervised by either the LDTM (Local Driving Test Manager) or an experienced examiner at that particular test centre. During the first month, each new examiner has one day per week devoted to development – this takes the form of 4 supervised practical driving tests, 16 in total for the month, and time for discussion after each test. Assuming all goes well on those 16 supervised tests, each new examiner will continue to have one development day per month for the next 3 months, equating to a further 12 supervised tests.

In addition to the above, each new examiner will shadow another more experienced examiner from time to time, and be routinely assessed by a member of the QUAT (Quality Assurance Team) to ensure the new examiner is continuing to demonstrate the 4 core competency skills.

Outside the above 4 month period, all examiners will have a minimum of 6 check tests per year, assessed by their LDTM, plus further QUAT assessments. In total, most examiners will have approximately 12-15 check tests / assessments per year. And to think – we ADIs often moan about having 1 or 2 in every 4 year period!

“How do I complain about a driving examiner’s poor attitude and customer service?”

An examiner may appear to come across, intentionally or otherwise, as; negative, condescending, ignorant, rude, malicious, intimidating or bullying. Most of these examiners may be totally unaware of it. Their fellow colleagues may feel that they are not in a position to challenge it for fear of reprisals. Nevertheless – it still needs addressing. Do not be afraid to be the one to complain about a driving examiner to the DVSA – if nobody says anything, nothing will change.

dvsa-call-ldtmIf you or your pupil have an issue with an examiner’s customer service skills, the first point of contact should be with your LDTM. If you are unsure who that is, check on the local notice board in your driving test centre. If it is not there, you could either ask another examiner for the contact name and number of the LDTM, or call the DVSA on 0300 200 1122 and ask the advisor for the information.

Once you have your LDTM’s contact details, either have a telephone conversation with the LDTM or arrange a meeting with them to discuss how you, or your pupil, perceived the examiner’s behaviour. Express your concerns honestly and respectfully, remembering that the examiner concerned may not be intending to come across in that way. It’s important that your issues are conveyed in the right manner and for the right reasons. Remain calm and professional.

Listen to what the LDTM has to say – they should follow up your discussion by speaking directly to the examiner concerned about how their behaviour is coming across. If after having done so, you still experience issues with that particular examiner, put your complaint in writing. Written complaints MUST be followed up by senior management, so rest assured that your issue will definitely be addressed.

Remember – unless ADIs and/or customers express their concerns about such examiners, nothing can be done.

We do find that instructors often avoid complaining about a driving examiner’s conduct for fear of retribution from that examiner. We know this has happened on some occasions but thankfully, such problems are very rare. If an examiner does have an undesirable attitude, there’s likely to be little change unless the DVSA are made aware of it.

happy-driving-examiner-dvsaThankfully, Claire and I have personally found examiners’ customer service skills to be excellent, on the whole. On the rare occasion that we have encountered issues, we have never been afraid to confront this issue, either directly with the examiner themselves or by contacting a more senior member staff at the DVSA. Incidentally, we have never defined the reason for our contact as being a ‘complaint’ – instead we discuss our ‘concerns’ or ‘observations’. Each time we have done so, the senior examiner has been very grateful for our feedback and has followed up on our concerns. In each and every case, we have found noticeable improvements, with no open detriment to that examiner’s attitude towards us.

down arrowHow do you find customer service at your local test centre?
Do you have an examiner with a notorious reputation for his or her attitude?
Have you, or one of your pupils, ever felt the need to complain about a driving examiner?
If so, how have you dealt with it?
Might you handle things differently in the future as a result?

Please share your thoughts below – we love hearing from you and learning from your experiences! And remember, if you can think of someone that would benefit from this article, please hit one of the buttons below and SHARE it!

 

*Please note that the names within the story above have been changed to protect their real identities.


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  • Carol McVey

    Ged, that has really really helped me with my understanding of the examiners. At test centres I use they are all really nice and put candidates at ease right away. I too have heard the horror stories of rude examiners gone past and I wondered how and if I had to address my concerns, how to go about it. So thanks for this, from a relatively newbie 🙂

    • Ged Wilmot

      You’re very welcome, Carol. Yes, I really think examiners like that are very few and far between nowadays – we know they still exist though as we get emails and phone calls about them. There are some examiners that are naturally better at helping to put test candidates at ease than others, I guess 🙂

      I think the training and assessment system that new and existing examiners go through is excellent, and I am so glad that customer service is of such importance for the DVSA 🙂

  • Janey Mikels

    The attitude towards customers seems to be improving………………the consistency of the results is still the main problem with examiners…….it’s that human thing!

  • Some interesting reading, most of which I was unaware of. I must just say that like yourselves I am lucky and fortunate to have some really great examiners where I teach in Lowestoft. I know them all on first name basis and the same back. I’ve never had any queries at all and I must just add the importance of sitting in on tests too. I think you learn so much from sitting in on tests which can reflect when carrying out Mock tests for your own pupils!

  • Craig Bailey

    One local examiner has a habit of pulling his seat belt against the stop mechanism so it makes a clunk when you pull the strap down across the chest. This has been un-nerving some of my pupil. Until I sat in on a test with this Examiner I could not believe it. He pulled the top strap of his seat belt down 5 times throughout the test making a very distinctive a loud noise. Luckily the candidate passed so I started to ‘role play this behaviour ‘ jut in case ‘ sure enough He took another test and did exactly the same my pupil was ready for him and said after the first clunk ” would you like me to pull over so you can adjust your seat belt?” Examiner said no its OKAY and never did it again throughout the who;e test. I have also heard from other instructors of the same examiner doing this and causing pupil to fail. I am a big believer in sitting in on test if pupil agree’s I would have never believed it until I saw for myself.

  • Mystic Pole

    After reading your website I am thinking of making a complaint about the way my test was conducted. On the test, the examiner suddenly asked me to turn right at a junction after previously asking me to turn left, I had MSM positioned myself to turn left then had to emerge right when I was at the junction lines. If I did that without them saying anything that would have been an instant fail. At another junction they asked me to turn right, when I got to the junction I was suddenly asked to turn left, after positioning my car to the right that threw me – again. Can I ask if examiners are allowed to do that on a driving test and just suddenly make you change direction at a junction? Is this designed to throw the candidate or is that simply misconduct on their part? Also, has this sort of thing happened to anyone else? Would love to hear of anything similar happening to a learner on test.

    • Ged Wilmot

      Hi ‘Mystic Pole’, thanks for your question 🙂

      Examiners are supposed to give route directions clearly and in good time. It appears that this was not the case on your test and therefore you would have a rightful cause to complain about the conduct of the driving test. You cannot contest the result – just the conduct of the test (in your case, misleading/incorrect/confusing route directions). If you wish to follow up this complaint, you need to contact the DVSA by email or by post.

      When you contact them you will need to tell them:

      – the type of test you took (in your case, Category B Car test)
      – the date, time and place you took your test
      – what your complaint is
      – what you want to happen

      You’ll need to include 2 of the following 3 pieces of information when you write in:

      – your driving licence number
      – your theory test pass certificate number
      – your practical test booking reference

      Send your letter of complaint to:

      DVSA
      PO Box 280
      Newcastle-Upon-Tyne
      NE99 1FP

      Or email it to: [email protected]

      If you do decide to follow this up with a complaint, I’d be interested to hear the outcome, so please let us know how you get on. IF your complaint is successful, it is likely that you would receive a free retest, therefore this is what I would suggest you state in your letter as what you would like to happen. If your instructor accompanied you on test, I would also recommend that you speak to them about this first.

      Good luck, and all the best for your next test.

      Ged

      • Mystic Pole

        Hi Ged
        Have just sent off my Complaint to the DVSA. I have included all the relevant details such as my Driving Licence number, the Application number for that particular Test, Category B for a Car Test and other details to help them identify who the Examiner was.
        I was very careful to stick to all the relevant facts as to what happened on Test, I included in detail the complaint of the two junctions where the examiner asked me to suddenly change course and practically everything else they did which did not follow their Code of Conduct. I ended by telling them that I would like a full refund of my Test fee and written confirmation that I will not have the same Examiner on my next Test.
        Once I had typed the complaint in to the email, I went in to Options, asked for confirmation the email had been received, a read receipt confirmation and blind copied myself in. At the bottom of the confirmation email they have a disclaimer which confirms they deal with 90% of complaints within 10 working days.
        Will touch base again when I get a reply.

        • Ged Wilmot

          Ok great. Fingers crossed for you then! 🙂

        • Ged Wilmot

          What was the outcome of this? 🙂

  • Sultana Begum

    I had a driving test today at Goodmayes in London. I feel the examiner was unnecessarily rude which really put me off my driving and made me overly cautious. During the imdependant driving part he stopped me and gave me a set of instructions to follow, and me having bad short term memory I forgot half of those. When I asked him to repeat the instructions when driving he was very rude about it. This really got to me and made me a vervous wreck and I started panicking and making mistakes I wouldn’t normally make. I feel anxious now about booking another test as this examiner really put me off.

  • Onay Bay

    I am writing to complain about the inconsistency and confusion caused to me by what I learnt in the theory book and from my driving instructor (as well as being a holder of a non-Uk driving license for more than 10 years) and the examiner’s expectations .
    We learn to make sure the road is safe and clear before we move in as we come from a junction. However, I was failed by the examiner for doing precisely that. He argued that I created a queue of cars behind me and should have taken my opportunity when the road was very busy and no driver would give me way. I waited until the road became clear and safe, but that was not good enough for him.
    I feel that his reason to tick that reason as “serious fault” due to undue hesitation is totally unjustified and unfair.
    I would like to know that I can apply what I have learnt from the UK theory book and driving instructor and not be confused by the examiners’ personal views of road safety because, what happened yesterday has put me in the most confused and insecure position.

    • Ged Wilmot

      Hi Onay,

      I am so sorry to hear about your recent driving test result. This blog is a business blog for myself and my wife, Claire. We run a driving instructor training company, so we are unable to deal with your complaint about your driving test. You will need to address your complaint directly to the Driver & Vehicle Standards Agency. Details of how to complain can be found here: https://www.gov.uk/government/organisations/driver-and-vehicle-standards-agency/about/complaints-procedure

      However, I will advise you that you can only appeal the conduct of the test and not the outcome – in this case, it’s simply a case of your word against the examiner’s. He obviously felt that you missed an opportunity to emerge from the junction when it was safe to do so. I totally appreciate that might not be how you would have perceived it, but he evidently did. Whilst I cannot either agree or disagree with the examiner’s decision (as I was not there to witness it), I think your best course of action in this case would be to discuss the situation with your driving instructor, put the last test behind you and to get your test booked again.

      All the best for your next attempt 🙂

      Ged

  • P.Jackson

    This is a letter of complaint about institutional racism that i encounterd today.23.5.17. at Gillingham dvsa.. by an examiner. who wore deep dark lens sunglasses throughout the whole examination so he wouldn’t /or I couldn’t look him in his eyes as he hid behind his dark sunglasses. even tho the sun didn’t shine at all. throughout the morning an early afternoon.. he insisted on wearing these dark glasses throughout the test. his whole body language spoke volumes . and what I encounterd was barefaced racisim…it took me three years to get to this test. I am unemployed an want to work but at my age jobs aren’t easy to come by. after three long years of slogging an saving an approaching organisations for help. I finally get to join a hgv training school. this school is called Wallace school of transport.they promise you the earth at signing up an bookings but once in the hands of their very british instructors things quickly takes a different shape… I speak very good English and my telephone voice will not indicate my ethnicity.. I was very unfortunate to be assigned to the Dartford training area.. an once assigned their my family an friends voiced their concerns about the out come as it is very notriose for closeing doors an keeping the hgv industry british.. I arrived to take my practical lesson on 17.5.17. at 08.00am.. on approaching the truck I could see a very bemused an anxious man sitting inside stareing in disbelief at me as I approached an opened the passengers door an greeted an introuduced myself.. i didnt get a greeting back, but what I did get back was to make me know this was not going to be an easy ride. The first words from my instructor was, the last guy said I was a racist.. he was a complete tosser , an couldn’t speak English an couldn’t even drive in a straight line. I asked where in the world the client was from an got the reply I don’t know. I was then showen his fail paperworks an took note of what he had failed on… Within minutes I was being spoken down too. I am a very large athletic build African Caribbean male. so I played this with caution as I did not want to do anything to unnerve this instructor, whos confidence grew by the minute, as I sat an absorbed the onslaught of abuse such as, being continuiosely shouted at for four hour an being told I,m such a pratt at every single moment. an told every single day, you wont pass this test, do that one more time an I,ll send u home an not put u forward for the test, continuiosely giving controdictive instrusction knowing I am deliberately being confused. my daily four hour lessons became very stressfull but each day I would hide it with a smile an pretend it was all in good jest while I concerntrated on the goal of actually passing the test… I didn’t complain to the driving school for fear of word getting back to the instructor an my dream of becoming a hgv driver being sabotaged. I did my practical traing in the kent Gillingham medway region .each day we would drive up to kent and on the medway business estate complex. the instructor would stop at the roadside burger stall where all the other trainers/ instructors an pupils would stop gather exchange gossips and then move on . clearly everybody knew each other. my instructor would buy me a tea as I had no money.Even tho I would stand in amongst the group ,no body looked at me directly, or even spoke to me once. this I observed daily. I also notice looks an glances at my instructor from other instructors but no words would be spoken.. however by the way he shifted uncomfortable an glanced away or even moving away from the group I knew he was being pressured silently. I did nothing, an I said nothing but noticed the pressuer was now mouting on me as I was shouted at even more an being told how useless I was an that I would never pass this test.. it was now a ritual, but every day I endured it. on the day of my test (23.5.17) I met my instructor who gave me a briefing an we set off to take my practical test. he did say he felt I could pass it an gave me some words of advice, we drove round the test rout a couple of times an then in to DVSA GILLINGHAM to take my test.. we waited in the waiting area where again I was invisible to the small group waiting there. (they where all british). my instructor did say if u have jon as your examiner you,ve drawen the short stick cos he,s the hardest one here.3 minutes later a man with dark sunglasses approaches an calls my name. he introuduced himself as jon an asked me what would I like him to call me,. I try to be jovial, but there is no eye contact as I cannot see my examiners eyes… We go out to the truck an I am directed to the reverseing area.. from there I am led out of DVSA test center an directed left towards a roundabout which is about two hundred meters from dvsa. I am told to go right on the roundabout, I stop at the round about having indicated ,waited to see its clear before moving out, I do my mirror checks on manuvereing out,an I am halfway around the roundabout my examiner says watch out for that blue car on your inside.i am shocked as only seconds before I had looked checked an it was clear but now here was a blue Vauxhall estate with roof racks attemping to come on my inside on a mini round about.. No way. I thought would anybody be so stupid to attempt such a Maneuverer, an surely they must know this is a testing area for drivers an would be more considerate .. something didn’t ring right about this, an I commented to the examiner who said nothing so I made a mental note of the registration as it sped away. I didn’t get the full registration but it started with GJ1. I was then asked to pull in to the side a few times an then manuvere out again.. On one of these stop starts I did mess up by leaving it in neutral an reving the engine.i continued on the route taking extra care. about fourty mintes in to my test the same blue Vauxhall again appeared from nowhere , this time cutting in front of me. I again said to my examiner, that’s the same blue car that cut in earlyier on., I noticed a smirk on the examiners face from behind the dark glasses that he never removed from his face. an I then said , whats going on here, to which he made no reply. I carried on driving but taking extra care as I now felt sabbatarge was at play. I incounterd a few more round abouts which I waited at untill all traffic had gone concertrating on anything coming from behind.. on a round about fifty yards from DVSA, an the end of my exam , I manuvered out an was a quarter the way in to the round about when the examiner put his foot hard on the brake saying I,m endangering other road users as I had pulled out in front of a driver. I looked to my right an there was a car still at the give way about to come out. as we left the roundabout I then saw the DVSA test center only yards away.i was furiouse as I now knew my test was in japody. I went in to the test center where this examiner who would not look at me now told me from behind dark glasses that I had not been fortunate this time but wished me luck if I should so wish to try again. he then read out why I failed, and I told him I was not happy about this as I felt I was set up to fail. I then called my instructor over an told him of the events that took place an the examiner told him I was paranoid. I then mentioned the blue Vauxhall that twice appeard at different locations an he replyed yeah but it was,nt the same car. I told him I pointed out the registration to him at the time an he said nothing. an now he is saying it,s jus coincidence .the examiner was now arrogant an walking away. it was at this point I told both the instructor an the examiner that I was told about taking my test in the Dartford ,Gillingham medway region, as they have a high fail rate for people of ethnicity. I mentioned I had noticed the attitudes an now I was failed for the same things the last guy who was,nt british had failed for.. so I am now warning other drivers who are not british, do not take your HGV test in that area as it is institutionally racists, as they want to close all doors and keep hgv driving in Britain for the white british… I now have to re save my dole money to retake my test. but I will bring to the attention of the public what is really going on down there in kent dvsa…Iam actually making aformal complaint to DVSA to alert them of this racist agenda in case they didnt already know. i am also taking it up with my local MP an the training school WALLACE who are already distanceing them self from any fault. i do not have money to waste by funding these racists who will happily take your money an give you nothing in return.. i earge anyone who has experienced this or knows someone who has to please speak out as this behaviour has to stop…..

    P.Jackson

  • Isabella

    I had my driving test today in Cardington. On approach to a roundabout, I was breaking slowly when I felt the examiner pressing the break. He said “sorry for that I thought the gap was less” and ask me to continue. I have the video evidence from blackvue that shows I was slowing down on approach and stopping with plenty of space between my car and the car in front, when the car came to a hash break because of the examiner, sound was not recorded. He failed me anyway marked as “no 17 other road users”. When I told him that I did not agree, he got very rude and defensive. When I questioned him on the situation, he then said it was an emergency stop and that I did not break at all. When I asked to review the video, he told me to complaint as much as I want and that the decision is final anyway. He then said he is leaving the job because of people like me. This tells me that others have complained about him too. I am looking to appeal, but best scenario is I get a refund after having to go to a Magistrate, but otherwise nothing can be done. I feel this process is wrong and even if we complaint, nothing happens, our rights means nothing. As he was leaving the car, he said “its my word against yours” and started laughing. I feel angry, a person like that should have never been allowed to be in charge or in control of others during an exam situation.