Complaints procedure
You can complain to the Driver and Vehicle Standards Agency (DVSA) if you're not happy with the quality of service you got from us.
Contents
Our commitment
How to make a complaint
Complain about your theory test
Complain about your driving test
Complain about services for driving or motorcycle instructors
Complain about a vehicle test
Complain about vehicle operator licensing services
Complain about enforcement action
Taking things further
Our commitment
We’re committed to providing a high quality of service to everyone.
We need you to tell us if we get things wrong. We’ll listen to your complaint and treat it seriously and in confidence.
We aim to:
put things right for you when it’s possible and appropriate
learn from where we went wrong
make sure we do not make the same mistake again
How to make a complaint
The way you make your complaint depends on what you want to complain about. Follow the process for:
theory tests
driving tests
driving or motorcycle instructor services
vehicle tests
vehicle operator licensing services
enforcement action
Complain about your theory test
You can complain about your test by email or post. We aim to reply to you within 10 working days. We’re currently busier than usual, so it might take longer to reply to you.
What to include in your complaint
You need to tell us:
the type of test you took
the date, time and place you took your test
what your complaint is
what you want to happen - but we cannot change your driving test result
You need to include all of these pieces of information:
your theory test booking reference (if you’ve booked a test)
your driving licence number
your full name as it appears on your driving licence
your address and postcode
your date of birth
DVSA customer services theorycustomerservices@dvsa.gov.uk DVSA PO Box 349 Newcastle-Upon-Tyne NE12 2GN If you’re not happy with our response
Contact our Public Liaison Manager if you’re not happy with our response. You need to do this within 6 months of the date of the test you’re complaining about.
Our Public Liaison team aims to reply to you within 10 working days. This might take longer because they’re currently busier than usual.
DVSA Public Liaison team public.liaison@dvsa.gov.uk Public Liaison Team DVSA The Axis Building 112 Upper Parliament Street Nottingham NG1 6LP You can also contact our Public Liaison team online. This is a new service - your feedback will help us to improve it.
You can take things further if you’re not happy with their response.
If you told us the driving examiner did not follow the law about carrying out your test, but we did not agree with you, you can appeal your driving test to a court. However, the court cannot change your test result.
Complain about your driving test
You can complain about your test by email or post. We aim to reply to you within 10 working days. We’re currently busier than usual, so it might take longer to reply to you.
What to include in your complaint
You need to tell us:
the type of test you took
the date, time and place you took your test
what your complaint is
what you want to happen - but we cannot change your driving test result
You need to include 2 of the following 3 pieces of information:
your driving licence number
your theory test pass certificate number
your test booking reference
DVSA customer services customerservices@dvsa.gov.uk DVSA PO Box 349 Newcastle-Upon-Tyne NE12 2GN If you’re not happy with our response
Contact our Public Liaison team if you’re not happy with our response. You need to do this within 6 months of the date of the test you’re complaining about. Our Public Liaison team aims to reply to you within 10 working days. This might take longer because they’re currently busier than usual.
DVSA Public Liaison team public.liaison@dvsa.gov.uk Public Liaison Team DVSA The Axis Building 112 Upper Parliament Street Nottingham NG1 6LP You can also contact our Public Liaison team online. This is a new service - your feedback will help us to improve it.
You can take things further if you’re not happy with their response.
If you told us the driving examiner did not follow the law about carrying out your test, but we did not agree with you, you can appeal your driving test to a court. However, the court cannot change your test result.
Complain about services for driving or motorcycle instructors
You can complain about our services for driving or motorcycle instructors by email or post. We aim to reply to you within 10 working days. We’re currently busier than usual, so it might take longer to reply to you.
There’s a different process to complain about a driving instructor or a motorcycle compulsory basic training (CBT) course if you’re a learner driver or rider.
You need to include your:
instructor reference number or driving licence number
date of birth
postcode
ADI team adireg@dvsa.gov.uk ADI Registration DVSA The Axis Building 112 Upper Parliament Street Nottingham NG1 6LP If you’re not happy with our response
Contact our Public Liaison team if you’re not happy with our response. They aim to reply to you within 10 working days. This might take longer because they’re currently busier than usual.
DVSA Public Liaison team public.liaison@dvsa.gov.uk Public Liaison Team DVSA The Axis Building 112 Upper Parliament Street Nottingham NG1 6LP You can also contact our Public Liaison team online. This is a new service - your feedback will help us to improve it.
You can take things further if you’re not happy with their response.
Complain about a vehicle test
You can complain about a:
heavy goods vehicle (HGV), bus or trailer MOT result
vehicle approval test result
specialist vehicle test result
Complain about a HGV, bus or trailer MOT test
There’s a different process to appeal a car, van or motorcycle MOT test result.
If you disagree with a test result you can either:
talk to the assessor at the test station when you get your result
contact us if the assessor is not available or you leave the testing station after you get the result
You need to contact us within 2 working days of getting your result.
HGV, bus or trailer MOT complaints
We will contact you within 2 days to discuss your result. We might arrange for the vehicle to be retested. You will not have to pay a fee if we decide to retest your vehicle.
You should get a result within 5 days. If you’re not happy with the result after we have looked at your evidence you can make an appeal.
Make an appeal
Appeal using the form for:
an HGV or trailer MOT
a public service vehicle (PSV) MOT
Do not make any repairs or adjustments to the defects you disagree with until the vehicle has been examined again.
Complain about a vehicle approval test
Talk to the local staff before you complain about a:
vehicle approval test
specialist vehicle test
They may be able to help with any issues you have.
If you disagree with the examiner’s assessment, we might need to examine the vehicle again. Appeal using the form for:
an Individual Vehicle Approval (IVA) decision
a Motorcycle Single Vehicle Approval (MSVA) decision
a Low Emissions Certificate (LEC) test decision
Do not make any repairs or adjustments to the defects you disagree with until the vehicle has been examined again.
If you’re still unhappy with the service you received
You can complain if you’re still unhappy with the service you’ve received.
Complain by email or post. We aim to reply to you within 10 working days. We’re currently busier than usual, so it might take longer to reply to you. DVSA customer service centre csccomplaints@dvsa.gov.uk DVSA The Ellipse Padley Road Swansea SA1 8AN If you’re not happy with our response
Contact our Public Liaison team if you’re not happy with our response. They aim to reply to you within 10 working days. This might take longer because they’re currently busier than usual.
DVSA Public Liaison team public.liaison@dvsa.gov.uk Public Liaison Team DVSA The Axis Building 112 Upper Parliament Street Nottingham NG1 6LP You can also contact our Public Liaison team online. This is a new service - your feedback will help us to improve it.
You can take things further if you’re not happy with their response.
Complain about vehicle operator licensing services
You can complain by email or post about the service provided by the Central Licensing Office or Office of the Traffic Commissioner. We aim to reply to you within 10 working days. We’re currently busier than usual, so it might take longer to reply to you.
You need to include:
your vehicle operator licence number (if you have one)
which office you’re complaining about
DVSA customer service centre
csccomplaints@dvsa.gov.uk DVSA The Ellipse Padley Road Swansea SA1 8AN If you’re not happy with our response
Contact our Public Liaison team if you’re not happy with our response. They aim to reply to you within 10 working days. This might take longer because they’re currently busier than usual.
DVSA Public Liaison team public.liaison@dvsa.gov.uk Public Liaison Team DVSA The Axis Building 112 Upper Parliament Street Nottingham NG1 6LP You can also contact our Public Liaison team online. This is a new service - your feedback will help us to improve it.
You can take things further if you’re not happy with their response.
Complain about enforcement action
Follow the roadside prohibition guidance if you disagree with the prohibition. You can complain if you’re still unhappy after speaking with local staff. You need to complain within 14 days - complaints after this will only be accepted in exceptional circumstances. We aim to reply to you within 10 working days. We’re currently busier than usual, so it might take longer to reply to you.
DVSA customer service centre csccomplaints@dvsa.gov.uk DVSA The Ellipse Padley Road Swansea SA1 8AN If you’re not happy with our response
Contact our Public Liaison team if you’re not happy with our response. They aim to reply to you within 10 working days. This might take longer because they’re currently busier than usual.
DVSA Public Liaison team public.liaison@dvsa.gov.uk Public Liaison Team DVSA The Axis Building 112 Upper Parliament Street Nottingham NG1 6LP You can also contact our Public Liaison team online. This is a new service - your feedback will help us to improve it.
You can take things further if you’re not happy with their response.
Taking things further
You can ask us to pass your complaint to an independent complaints assessor (ICA) if you’ve been through the final stage of our complaints process and are not happy with the response.
The ICA is:
independent of the Department for Transport and DVSA
not a civil servant
The ICA looks at whether we’ve:
handled your complaint properly
given you a reasonable decision
It does not cost you anything for the ICA to assess your complaint.
When to ask us to pass your complaint to the ICA
The ICA cannot usually look at any complaint that:
has not completed all stages of our complaints process
is more than 3 months old from the date of the final response from us
You need to explain why you think the ICA should review your complaint if it falls into either of these categories. We’ll send your explanation with your complaint to the ICA.
What happens when you ask us to pass your complaint to the ICA
The ICA will need to see all the letters and emails between us. We aim to send these to the ICA within 15 working days of you asking us to pass your complaint to them.
The ICA will decide how best to deal with your case and will then contact you.
In some cases, the ICA might decide that they cannot help to resolve your complaint. If this happens, you’ll need to ask an MP to refer your case to the Parliamentary and Health Service Ombudsman (PHSO). The ICA will aim to review your case within 3 months of getting it. They’ll tell you if they expect it to take longer.
After the ICA has reviewed your case
The ICA will tell you the outcome and if they’ve made any recommendations. This ends their involvement with your case.
Types of complaints the ICA can review
The ICA can look at complaints about:
bias or discrimination
unfair treatment
poor or misleading advice
failure to give information
mistakes
unreasonable delays
inappropriate staff behaviour
Types of complaints the ICA cannot review
The ICA cannot look at:
government, departmental or delivery body policy
contractual disputes
complaints about the law
matters considered by Parliament
matters where only a court, tribunal or other body can decide the outcome
decisions taken by independent boards or panels, for example, applications under the HS2 ‘Need to Sell’ scheme
decisions taken by, or for, the Secretary of State for Transport
legal cases that have already started and will decide the outcome
an ongoing investigation or enquiry
how we handle requests for information made under the Freedom of Information Act 2000 or the Environmental Information Regulations 2004
how we handle subject access requests made under the Data Protection Act
personnel and disciplinary decisions or actions
any professional judgment by a specialist, including, for example, the clinical decisions of doctors
The ICA cannot look at any complaint that has been, or is being, investigated by the PHSO.
Comments