The Driver and Vehicle Standards Agency (DVSA) has changed the way it handles complaints, with the aim of making the process simpler, quicker and clearer. It follows a survey last year.
Previously the DVSA had a three-stage complaints process but has now moved to a two-stage system so it can “resolve customer complaints faster”. It also brings the agency into line with other government departments.
Customers who aren’t happy after stage two will still be able to make their case to the DVSA’s independent complaints assessors.
Complaints about a driving-instructor conduct, such as inappropriate behaviour or contractual issues, are no longer part of the main complaints process.
These complaints need to be emailed to [email protected]