|
We've changed the way we handle complaints – making the process simpler, quicker and clearer.
Thanks to all of you who took part in our survey last year about the complaints procedure, your input was vital in helping us improve.
Previously we had a 3-stage complaints process. That meant if a customer wasn't happy with our first response to their complaint, we’d try a second, and up to a third time to resolve it.
We've now moved to a 2-stage process so we can resolve customer complaints faster. This brings us in line with other government departments.
Customers who aren’t happy after stage 2 will still be able to ask one of our independent complaints assessors to look at their complaint.
We’ve also updated our complaints procedure on GOV.UK.
The changes apply to complaints received on or after 6 January 2020.
If you already have a complaint in the system, it can go through 3 stages if you want it to. If you aren’t happy after the second stage, we’ll ask if you want to go to third stage, or straight to the independent complaints assessor.
Complaints about a driving instructors conduct, such as inappropriate behaviour or contractual issues, are no longer part of the main complaints process.
These complaints need to be emailed to instructorconduct@dvsa.gov.uk
|
