The Driver & Vehicle Agency is customer orientated in its aims to: Progressively increase the level of customer satisfaction; Treat all customers fairly and equally; Develop new services based on the needs of the customer.

Contact Us

All the telephone numbers and addresses required to contact DVA.

Customer Services Guide

A guide to Customer Services. The leaflet has been revised to take account of customer and staff feedback.

Customer Service Excellence

DVA achieved the CSE standard in December 2011.

Complaints Policy

How we deal with a complaint. The leaflet has been revised to take account of customer and staff feedback.

Compensation Policy

When is compensation considered and how much is paid.

DVA Call Reduction Analysis 2011 - Action Plan

Actions we have taken as a result of our Call Reduction Survey.

DVA Customer Survey 2011 - Action Plan

Actions which we have taken as a result of customer suggestions within the survey.

DVA Customer Satisfaction Survey Results

Top Levels of Satisfaction

The report detailing the results of our Customer Satisfaction Survey, and a table summarising the main results

DVA Customer Charter

DVA Customer Charter Performance Report 2011-2012

The level of service that you can expect from us, and the key standards we work to (and by which we measure our performance).

DVA Standards and Targets

We would value your opinion on our standards and targets.  Please use this link to leave us your feedback.

Customer Feedback 2011-12

DVA Best Practice - Customer Service Excellence

ORC Benchmarking
ISO Accreditation

These documents highlight areas in which DVA has been accredited with 'Best Practice'.  If you think that our experience in these areas could be of benefit to your business/organisation, please contact us.