NDORS terms and conditions

LRSP terms and conditions applicable to all National Driver Offender Retraining Scheme (NDORS) courses 

By accepting the opportunity to attend a course from the referring police force, you are entering into an agreement with Lincolnshire Road Safety Partnership (LRSP) to abide by the following terms and conditions. 

1. You must check and carefully read all documentation sent to you. Contact Lincolnshire Road Safety Partnership (LRSP) drivertraining@lincolnshire.gov.uk if you have not received your confirmation email.  
2. The course fee is payable by debit or credit card at the time of booking. 
3. All changes made by you to the date and time of a booking are subject to the police deadline for completion, availability and charges. You can access your booking to make changes or cancel. Information on fees and charges can be found at the end of these terms. 
4. It is essential that identification can be made prior to entry to a course. If a piece of clothing inhibits this identification the trainer will ask the client to remove or adjust the garment to enable the identification to take place. A private space can be made available. If this is required, we will need prior notification via the 'additional requirements’ section within your booking or by contacting us, along with any other essential information i.e. specifics on how the ID check is conducted. 
5. Disqualified drivers or riders are eligible to attend a NDORS course which is classroom or online based. If your driving licence has been suspended or revoked, you cannot complete a course with an on-road element. 
6. If the issuing police force withdraws your conditional offer, LRSP will cancel your course place and issue a refund. 
7. For all courses you must bring a valid photocard driving licence or another acceptable form of photographic ID. Photocopies or photos on mobile devices will not be accepted. If you fail to produce the required documentation, you will not be admitted. Rebooking will be subject to the police deadline for completion, availability and charges (see charges and refunds below). 
   
   Valid identification documents are: 
   • Valid passport 
   • Expired passport (the photo must hold resemblance to your current appearance) 
   • Formal ID cards (armed forces, police, student union, company ID card) 
   • Tachograph card 
   • Local authority or Taxi ID 
   • Blue badge (parking for people with disabilities) 
   •  Firearm certificate or shotgun licence 
   • Voter ID 
8. Attendees must arrive 15 minutes before the start time to allow for registration. Late arrivals will not be admitted. If entry is refused, you must contact LRSP within 72 hours of the course end time. You may rebook with LRSP or another course provider, subject to the police deadline for completion, availability and charges (see charges and refunds below). 
9. Satisfactory completion is dependent upon attendance throughout the duration of the course and making a full and positive contribution through active participation. Clients must demonstrate a responsible attitude towards safe driving or riding. 
10. Smoking, vaping and eating are not permitted during the course.  
11. LRSP retains the right for trainers to follow procedure and where necessary, remove non-compliant attendees from courses. 
12. Any use of abusive or foul language towards LRSP staff, its contractors or course clients at any time, will result in your file being returned to the issuing police force and no further courses will be offered from LRSP. You will receive a part refund (see charges and refunds). In addition, anyone using or threatening to use violence will be prosecuted. LRSP reserves the right to refuse any further course. 
13. Disruptive behaviour, wilful non-compliance or wilful misbehaviour is not acceptable. If you leave the course before it finishes, it will classify as a non-completion. You will receive a part refund (see charges and refunds). If you leave the course before it finishes due to extenuating circumstances, you must inform the trainer immediately. You must rebook your course within 72 hours of the course end time, subject to the police deadline for completion, availability and charges (see charges and refunds below). 
14. Attendees must not initiate or engage in discussion topics which may be deemed controversial or upsetting. If you are instructed to cease discussion in a particular topic you must comply with the trainer request or risk removal from the course. 
15. Children will not be admitted to the course. You must ensure that childcare is arranged for the entire duration of the course. Clients will not be permitted to bring any adult guest or carer to any part of the course. 
16. If you are unable to attend due to illness or the death of an immediate relative, you will be required to book a new course within 72 hours and a pay a fee. If you provide a medical certificate or appropriate confirmation of a death within seven days, or at any other time agreed with LRSP, you will be refunded the fee (see charges and refunds below). 
17. If you fail to attend or do not successfully complete your course, LRSP will notify you either by email or phone, asking you to call and rebook within 72 hours of the end time of your course. If you do not contact LRSP within 72 hours, a partial refund will be issued. All changes and rebookings are subject to the police deadline for completion, availability and charges (see charges and refunds below). 
18. Every effort will be made to accommodate any additional requirements providing you have informed us at the time of booking. If no such indication has been made, LRSP will not be held responsible for failing in the provision of any additional requirement. If you cannot attend the course as a result of this, a further course may be rearranged, subject to the police deadline for completion, availability and charges (see charges and refunds below). 
19. The course is provided in the English language. If you require the assistance of an interpreter to actively participate in the course: 
    • We can provide a British Sign Language (BSL) interpreter. If a BSL interpreter is required, you must request this at the time of booking. We will endeavour to provide one for your chosen course date, however due to interpreter availability, a change in course date may be necessary. 
    • It is your responsibility to provide your own foreign language interpreter. You must notify us at the time of booking that you are bringing an interpreter and their name must be provided. We are unable to accept a booking without your interpreter's name. They must be 16 years or over and produce their own photo ID. If the interpreter's name is not recorded on the attendance register, you will not be admitted to the course. If you do not bring an interpreter and the trainer deems that your understanding and communication is not of a satisfactory level, you will not be entitled to complete a course on that date. A further course may be rearranged, subject to the police deadline for completion, availability and charges (see charges and refunds). 
20. You must attend in a fit state to participate fully. Consumption of alcohol or any evidence of alcohol consumption or use of illicit drugs will result in your immediate removal from the course. You will receive a part refund (see charges and refunds). No further courses will be offered by LRSP and your file will be returned to the issuing police force. 
21. Please ensure you consider your own personal hygiene when attending a course. You must be dressed appropriately and ensure your chosen attire is inoffensive. 
22. Weapons will not be permitted under any circumstances. This includes blades or any device which may be considered a weapon (for example work blades or screwdrivers). 
23. You must bring your glasses/contact lenses/hearing device(s) with you to your course, if you need them. 
24. All Safe and Considerate driving course attendees undergo mandatory eyesight checks. If you fail the eyesight check, you will not be permitted to complete the course. A further course may be rearranged subject to the police deadline for completion, availability and charges. If you have concerns regarding your eyesight, please seek advice from an optician well in advance of your course. 
25. When attending a course with a practical driving element, please ensure you are wearing appropriate footwear. 
26. Within classroom courses dirty/muddy clothing or footwear are not acceptable. 
27. Use of mobile electronic devices will not be permitted in the training room and could lead to your dismissal from the course. 
28. Within a classroom course, to provide a safe and healthy environment for employees and contractors LRSP exercises Lincolnshire County Council's smoke-free policy. LRSP also has a responsibility to clients not wishing to be exposed to smoke or vapour. Smoking of any kind will not be permitted within the building, including e-cigarettes. Smoking or vaping will only be permitted in the designated smoking area. 
29. For online attendees, you must complete the course alone in a private room with adequate lighting, without disturbances or distractions. 
30. To access and participate in an online course, you must have access to either a home PC, laptop, electronic tablet or smartphone. You must have internet access capable of streaming video and sound. Your choice of device must be fitted with a microphone and a camera, which must not be turned off. Online courses are delivered using the Zoom platform. You must not take screenshots, photographs or recordings of the course, attendees or trainers. Social media is actively monitored for compliance. If a data breach is discovered, your course attendance will classify as a non-completion. You will receive a part refund (see charges and refunds) and your case will be referred to the police. 
31. For online courses, it is your responsibility to ensure that your device settings are correct and ready for your course. Failure to do so may result in you not successfully completing your course and you may incur a rebooking fee. Technical assistance is available prior to your course if required. Zoom virtual backgrounds, including blurred backgrounds must be turned off and not used. Your device should be set to do not disturb. Any mobile device must be in a fixed position to ensure camera image stability and enable you to effectively take notes. 
32. Clients attending online courses must not use any electronic device except for the purpose of completing the course. 
33. LRSP will process personal data relating to the preparation, operation and attendance of the NDORS course on behalf of the Data Controller, UKROEd. Identifiable personal data will be retained for 12 months from the completion of the course, after which it will be anonymised. Anonymised data will be retained for a total period of three (3) years from course completion, after which it will be securely deleted. All records will be held and managed in compliance with the UK General Data Protection Regulation, NDORS guidance, corporate records management retention and disposal schedules and where applicable, the Limitation Act 1980. Records will be stored securely throughout the retention period and securely disposed of at the end of that period. Data subjects may access their personal data on request and exercise their data protection rights in accordance with applicable legislation.  
34. In the event of LRSP being unable to deliver your course, an alternative course date will be offered as soon as possible subject to the police deadline for completion, availability and without additional charge. For courses held outside of office hours, you will be contacted the following working day. 
35. You can view our privacy notice on the LCC webpages.  
36. If you have any queries, visit the LRSP web pages. If you are unable to make or manage a booking online, please call: 01522 782068 for the National Speed Awareness Course 01522 212314 for all other courses.  

Points 24-32 of the above terms and conditions are course specific.  

Under the Consumer Contract Regulations 2013, you have the right to cancel your course within 14 days (the “Cancellation Period”) from the date on which you booked the course and receive a full refund. Where you have expressly requested that the course (or any part of it) begins during the Cancellation Period and you subsequently cancel, we may deduct an amount reflecting the proportionate cost of any services actually provided up to the point of cancellation. Any such deduction will be calculated on a fair and reasonable basis. Cancellation restrictions or reduced refunds may apply only after the 14-day Cancellation Period has ended.  

Charges and refunds 

Complaints procedure 

Lincolnshire Road Safety Partnership (LRSP) is a nationally approved service provider for the National Driver Offender Retraining Scheme (NDORS) governed by UK Road Offender Education (UKROEd).  

Should you wish to raise a concern about the way you have been dealt with or about the level of service received relating to any of our NDORS courses, please do so by raising the issue with us, you can do so in a number of ways.  

• Raise with a trainer who delivered your course 
• If you are not satisfied with the response from the trainer, the issue cannot be resolved or you wish to raise an issue prior to course delivery, you are advised to contact our Training Supervisor at Lincolnshire Road Safety Partnership, Witham House, The Pelham Centre, Canwick Road, Lincoln, LN5 8HE or staying.alive@lincolnshire.gov.uk 
• If you are not satisfied with the response, you would prefer to submit a formal complaint, or if you wish to make a comment or compliment you should contact the Customer Relations Team, Lincolnshire County Council, County Offices, Newland, Lincoln, LN1 1YL email: customerrelationsteam@lincolnshire.gov.uk, visit make a complaint online or call 01522 843322.