The Driver & Vehicle Agency is committed to providing a high standard of service to its customers. The key principles of the Agency's policy on the handling of complaints are outlined below. For further information see our Compensation Procedure leaflet below.
When compensation should be considered
Compensation should be considered if:
A test is cancelled for any reason within the Agency’s control and the period of notification is less than the accepted period;
the Agency causes damage to a customer's vehicle or a person is injured on Agency property and the Agency is found to be negligent; or
It is found as part of an investigation by the Ombudsman that there has been maladministration by the Agency causing an injustice to the complainant, and it is recommended that compensation should be paid to the complainant.
The amount of compensation to be paid
The compensation paid to the customer should be:
automatic refund of 50% of the fee in instances where the Agency did not give the accepted period of notification and the cancellation was within the control of the Agency;
where liability is accepted, expenses that arise as a direct result of a cancelled test, damaged vehicle or personal injury which are verifiable and reasonably incurred; or
where a claim for compensation has been forwarded to Central Claims Unit or the Ombudsman, the Agency will normally pay the amount independently recommended.
Compensation Policy
View Compensation Procedure and Further Information (191kb, opens new window)
