The Driver & Vehicle Testing Agency is committed to providing a high quality of service to its customers. This paper outlines the key principles of the Agency's Policy on the handling of complaints. For further information, see the Complaints Procedure.
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;
we treat complaints seriously whether it is made in person, by telephone, by letter, by fax, or by e-mail;
we deal with complaints promptly and politely and in confidence;
we learn from complaints and use them 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?
A complaint can be about anything, and can include the following:
poor service, regarding a booking or the way a test is carried out;
a technical matter, where further information may be needed;
Complaints Policy
View Complaints Procedure and Further Information (pdf 179kb, opens new window)