Introduction

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 Complaints Procedure leaflet below.



Aims and objectives

If we are to succeed in providing a high quality service, we must continually look at our performance and try to improve on it.

In dealing with complaints, we aim to ensure that:

• Making a complaint is as easy as possible for you;
• We issue a written reply within 10 working days, However, if for some reason that is not possible, we will advise you of the reason for the delay;
• We identify areas where repeated problems are occurring and take steps to improve our service.

Our objective is to put things right for the customer wherever possible, learn from where we went wrong, and make sure that we do not make the same mistake again.


What is a complaint?

To us a complaint is an expression of dissatisfaction about the Agency made in person, in writing or by telephone to any member of staff in the Agency and which requires follow up action.

View Complaints Procedure and Further Information (pdf 146kb, opens new window)