What to do if things go wrong

We aim to always give you the best possible service

Please tell us:

• when we do well
• when we fail to meet our service standards
• how we could improve our services

If you want to make a complaint, there is a four-step procedure you should follow

At each step you will need to give:

• your full name and address
• your date of birth or driver number (if your complaint is about your driving licence)
• your vehicle’s registration number, make and model (if your complaint is about a vehicle)
• your daytime phone number (if possible)
• full details of your complaint, including any previous dealings with us about it

This information will help us to deal with your complaint fully.

 

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

The four-step procedure is as follows:

Step 1

Please get in touch with the person in the section or local office you have been dealing with. They may be able to solve your problem.

Step 2

If you are still not happy, write to:

 

Carole Evans

Customer Services Manager

DVLA

Swansea

SA7 0EE

 

E-mail: Customer Service Manager 

 

Fax: 01792 766 416

 

We aim to immediately confirm that we have received your complaint, and to send a full reply within 10 working days. 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, write to:

 

Noel Shanahan

Chief Executive

DVLA

Swansea

SA6 7JL

 

You need to provide full details of your complaint and the response you have received so far.

 

We aim to immediately confirm that we have received your complaint, and to send a full reply within 10 working days. If it is going to take us longer than this to give you a full reply, we will let you know.

 

If you feel that your complaint has not been handled properly, you can ask the Chief Executive to refer the matter to an independent complaints assessor.

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).

Your feedback

We would welcome your comments on how we can continue to improve our processes. We may contact you for your views on how we handled your complaint.

Compensation

There may be times when mistakes cause extra expense or financial loss. In these cases we may 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.

The Disability Discrimination Act (DDA 1995)

We are committed to helping 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, e-mail, CD or letter).

PDF Version

To download a PDF version of 'What to do if things go wrong' please use the link below.

 

Download the Customer Service Guide (INS101)