Please tell us:
To help us deal with your complaint fully, you will need to give full details of your complaint and any previous dealings you have had with us about it, together with the following:
• Your full name and address
• Your date of birth or driver number (if your complaint is about your driving licence)
• The vehicle’s registration number, make and model (if your complaint is about a vehicle)
• Your daytime phone number (if possible)
Step 1
If we have contacted you and you are unhappy with the reason why, you should get in touch as soon as possible using the contact information we have provided. That person should be able to help you.
Step 2
If we haven’t been able to settle your complaint, you can write to:
Carole Evans
Customer Services Manager
DVLA
Swansea
SA7 0EE
Email through the DVLA email service
Fax: 01792 766416.
We aim to immediately confirm that we have received your complaint. You need to provide full details of your complaint and the response you have received so far and Carole Evans will make sure the responsible area answers your complaint within two weeks. Please allow 3-4 days for postage. If it is going to take us longer than this to give you a full reply, we will let you know.
Step 3
If you are still not satisfied, you can write to:
Simon Tse
Chief Executive
DVLA
Swansea
SA6 7JL
We aim to immediately confirm that we have received your complaint.
You need to provide full details of your complaint and the response you have received so far and Simon Tse will make sure that the manager of the responsible area answers your complaint within two weeks. Please allow 3-4 days for postage. If it is going to take us longer than this to give you a full reply, we will let you know.
If, after writing to Simon Tse, you are not happy with the way we have handled your complaint, you can write back to us and ask to have the matter referred to an Independent Complaints Assessor (ICA).
Once in receipt of your request, the ICA will let you know if they can review your case. So, it would be helpful if you explain in your letter why your complaint should be reviewed.
For more information about the Department for Transport’s ICA process, click on the link below
Independent Complaints Assessor (ICA)
Step 4
If you think that we have not done everything we could have done to settle your complaint, you may want to contact a Member of Parliament. They may refer the matter to the Parliamentary and Health Service Ombudsman (PHSO).
Please note that although we will do everything possible to settle your complaint, there are some decisions we have to make by law. As a result, we may not always be able to meet your expectations.
We would welcome your comments on how we can continue to improve our services. We may contact you for your views on how we handled your complaint.
There may be times when mistakes cause extra expense or financial loss. At these times you may wish to ask us to consider paying you compensation. As
we are funded by the Government, to protect public funds we must make sure we only pay justified claims. We usually need to see evidence to support your extra expense or financial loss.
We value all our customers and will endeavour to provide excellent service whatever the protected characteristics under the Equality Act 2010. For our disabled customers, if you need help, get in touch with us using your usual method of communication (for example, face-to-face or by phone, fax, textphone, email, CD or letter).
To download a PDF version of ' How to make a complaint' please use the link below.
