Tina Runnalls v The Registrar of Approved Driving Instructors

Facts

The appellant, Tina Runnalls, was an approved driving instructor whose name the Registrar of Approved Driving Instructors removed from the Register on 7 October 2025 on the ground that she was no longer a fit and proper person to be on it. The Registrar's concern was the appellant's handling of refunds to pupils: earlier complaints that refunds had not been processed promptly had led the Registrar to conclude she was not fit and proper, but on the strength of information she then provided a warning was administered instead. A further complaint followed the warning, making five refund complaints in two years, and the Registrar removed her. The most recent complainant, Miss W, had paid in advance on 26 February 2025, taken two lessons, and then had lessons repeatedly cancelled after the appellant was injured; she sought a refund on 25 April, chased on 28 May and 2 June, and received a reply only on 16 June 2025, followed by promises of payment that were not kept. The appellant appealed by Notice of Appeal dated 5 November 2025, accepting she owed the money but explaining that she had lost her phone, her email had been hacked, and she had suffered a mental health crisis; she also said removal would affect her deaf and special needs pupils. The appeal was heard by way of re-hearing.