Phoenix Motorcycle Training - Crystal Palace Reviews 

Reply from Phoenix Motorcycle Training - Crystal Palace

5 days ago

Thank you for taking the time to leave a review.

We take all customer enquiries seriously, so we investigated your comments against our enquiry records. While we cannot verify your email address from the information provided in your review, we do have a record of an enquiry under your name that matches the dates you mention.

Our records show that your first enquiry was received on 9 June 2026 at 18:20, and we replied on 10 June 2026 at 09:11. When we did not receive a response, we sent a follow-up email on 25 June 2026 at 12:29.

A further enquiry was received on 16 August 2026 at 18:15, and we replied on 18 August 2026 at 10:11. While this was outside our usual response target, we had previously responded promptly and had not received any replies to our earlier emails.

We have since received another enquiry from you on 18 August 2026 at 18:42. Our advertised 8-hour response time applies during normal business hours, and at the time of your review we had not yet had the opportunity to respond.

Based on the information available, it appears our emails may not be reaching you, or may be being filtered into a spam or junk folder. We would be very happy to help and would encourage you to call us directly on 0330 223 4000 so we can discuss your requirements and ensure you receive the information you need.

We are sorry that your experience has been frustrating and hope we can resolve this communication issue for you.

Reply from Phoenix Motorcycle Training - Crystal Palace

Updated Aug 16, 2026

Thank you for your kind review. We are glad to hear you enjoyed your time with our instructors and hope to see you again

Reply from Phoenix Motorcycle Training - Crystal Palace

Aug 10, 2026

Thank you for taking the time to leave your feedback. We are sorry to hear that you were dissatisfied with your experience on the day.

At Phoenix Motorcycle Training, our primary responsibility is the safety and wellbeing of all trainees. As part of this, our instructors are required to ensure that appropriate riding equipment is worn and that all riders follow the training methods and procedures set out within the CBT syllabus. While we appreciate that you have completed CBT training previously, our instructors must deliver the course in accordance with current standards and safety requirements.

Having reviewed the events of the day with the instructor and office team, it is clear that there were several occasions where there was disagreement regarding training techniques and instructions, presumably based on your previous experiences with other providers that maybe do not follow the latest high standards expected by the DVSA. Our instructor's recollection is that he took additional time to explain the reasoning behind specific riding exercises and safety procedures, and ultimately demonstrated the manoeuvre you requested. He also raised concerns with the office early in the day due to what he perceived as ongoing resistance to instruction and a confrontational attitude.

We would like to clarify that any adjustments made during the road ride, including rider positioning and communication equipment settings, are done with safety as the overriding consideration. Similarly, where additional support is provided to a trainee whose first language is not English, this is solely to ensure clear communication and the safety of everyone participating in the course.

Regarding your question about CBT records, CBT certificates are recorded digitally by the training school and there is currently no public database available for riders to independently verify their certificate status. However, our office team is always happy to assist with any queries regarding certification and records.

We regret that you felt uncomfortable, frustrated, or disrespected during your training. While we do not agree with several aspects of your account, we accept that your experience did not meet your expectations, which were possibly set by previous training standards. We expect professionalism and respect from both our instructors and our customers, and constructive communication is essential to creating a safe and productive learning environment.

We appreciate your feedback and will continue to review our processes, facilities, and customer experience to ensure we maintain the high standards expected of Phoenix Motorcycle Training.

Reply from Phoenix Motorcycle Training - Crystal Palace

Aug 11, 2026

Thank you for such a fantastic review! We're delighted to have helped you progress from complete novice to passing both Mod 1 and Mod 2 first time. Congratulations on your achievement, and thank you for recommending Phoenix Crystal Palace! 🚀🏍️

Reply from Phoenix Motorcycle Training - Crystal Palace

Updated Jun 7, 2026

Thank you for your feedback on your recent training experience. I am sorry it did not meet your expectations and mirror your previous 3 experiences with us you have had since 2022. I have asked the instructor, whom you have had before, to let me know what the issues were. I will come back to you once he has replied to me.
UPDATE
Thank you for taking the time to share your feedback, and I’m really sorry to hear that this experience didn’t meet the high standard you’ve come to expect from Phoenix.
We’re pleased to hear you found the instructor knowledgeable, but we do apologise for the way the communication came across during your ride. We understand how important clear, calm, and directed instruction is — particularly over a prolonged session — and we appreciate how the lack of names and perceived raised voice may have caused confusion or discomfort.
Following your review, we’ve spoken with the instructor. He has explained that there were some challenges during the ride, including occasional headset connectivity issues, which can sometimes require speaking more loudly to ensure instructions are received in real-time for safety reasons. That said, we fully recognise that regardless of the circumstances, communication should always feel clear, supportive, and professional.
We’re also sorry if at any point it wasn’t clear who instructions were directed toward. That’s something we take seriously, as it’s essential for both safety and confidence while riding.
Your feedback is genuinely appreciated and helps us to continue improving our service. We’re glad to hear that overall riding performance was strong, and we hope this experience doesn’t overshadow your previous positive interactions with us.
If you’d like to discuss this further, please don’t hesitate to get in touch — we’d really value the opportunity to restore your confidence in us.