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VCA Complaints Procedure

VCA strives to maintain the highest level of service throughout the agency, but recognises that there may be times when this is not achieved. We encourage our customers to bring such instances to our attention so that we can learn from them and continue our ethos of continual improvement.

Should you be dissatisfied with any area of the service that you have received from VCA and wish to complain, then please follow this four-step procedure:

Step 1

Please contact the member of VCA staff that you have been dealing with, as they may be able to solve your problem immediately.

Step 2

If you feel that your complaint has not been dealt with satisfactorily you should write to the VCA Quality Manager, who will formally acknowledge the complaint, allocate a unique VCA reference number, commence an independent investigation and respond to you direct with the findings.

VCA Quality Manager
Vehicle Certification Agency
No 1 The Eastgate Office Centre
Eastgate Road
Bristol
BS5 6XX
United Kingdom
E-mail: complaints@vca.gov.uk

Step 3

If you feel that your complaint has still not been dealt with satisfactorily by the VCA Quality Manager, you should write to:

Chief Executive Officer
Vehicle Certification Agency
No 1 The Eastgate Office Centre
Eastgate Road
Bristol
BS5 6XX
United Kingdom

You should provide full details of your complaint, including the unique VCA reference number, and copies of the response that you have received so far.

Step 4

You can ask us to pass your complaint to the Independent Complaints Assessor (ICA) if you’ve been through stage 3 and aren’t happy with the response.

Follow this link for more on referral of a complaint to the Independent Complaints Assessor (ICA).

Note: VCA's complaints procedure does not affect your right to refer your complaint to the Parliamentary and Health Service Ombudsman. More details can be obtained by writing to:

PHSO
Millbank Tower
Millbank
London
SW1P 4QP

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