Complaints Procedure
- Putting things right - How to let us know you are unhappy with the service you have received.
- Referral to the Ombudsman
- Further details and contact points
Putting things right - How to let us know you are unhappy with the service you have received.
We aim to provide a high standard of service throughout the organisation but recognise that there are times when things go wrong. We value the opportunity to put things right and can use this information to improve business practices.
If you have a complaint then please initially bring your concerns to the attention of the local staff.
If the matter is not satisfactorily resolved, there is a three step complaints procedure available to you.
Further information is available in our leaflet - The Service We Give You
Step one (tier 1)
Initially bring your comment to the attention of local staff who will be happy to help. Alternatively you can email, call or fax our Contact Centre who will forward your comment to the relevant local manager.
Email: enquiries@vosa.gsi.gov.uk
Phone: 0300 123 9000
Fax: 01792 454313
Step two (tier 2)
If you do not feel your complaint has been dealt with adequately at local level, you can forward full details to our Customer Complaints Co-ordinator who will conduct an independent investigation and provide a full reply.
Address:
Customer Complaints Co-ordinator
VOSA
Berkeley House
Croydon Street, Bristol
BS5 0DA.
Email: complaints@vosa.gov.uk
Phone: 0117 954 3406
Fax: 0117 954 3209
Step three (tier 3)
If you are unhappy with the response, you can then refer your complaint to our Chief Executive to ask for a review. The Corporate Office will independently review your concerns afresh and provide a detailed response.
Address:
Corporate Office
VOSA
Berkeley House
Croydon Street
Bristol
BS5 0DA
Email: vosa.corporateoffice@vosa.gsi.gov.uk
Phone: 0117 954 3475 / 3274
Fax: 0117 954 3209
If you have followed steps one, two and three but are not satisfied that we have adequately dealt with your complaint, you may ask our Corporate Office (details above) to refer the mater our Department’s Independent Complaints Assessor (ICA).
Referral to the Ombudsman
VOSA’s complaints procedures do not affect your right to ask an MP to refer your complaint to the Parliamentary and Health Service Ombudsman. You can get advice on their service from:
Address:
PHSO, Millbank Tower
Millbank
London
SW1P 4QP
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Phone: Helpline 0345 015 4033
Please note: You must have followed all of the above steps in or complaints procedure, including referral to the ICA before the Ombudsman would consider your case.
A summary of these steps are shown in our Putting Things Right poster
Further details and contact points
Details about VOSA’s complaints procedure, including contact points, can be found in our leaflet The Service We Give You.
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