DfT: independent complaints assessors
Independent complaints assessors review complaints made against the Department for Transport and its agencies and other bodies.
If you think:
- you’ve been treated unfairly by the Department for Transport (DfT) or one of its agencies or bodies
- have received poor service from DfT or one of its agencies or bodies
you can ask for an independent complaints assessor (ICA) to review your complaint.
The department uses the services of independent complaints assessors, who are part-time and are not civil servants. They look at the issues, provide conclusions and recommend solutions. This is a free, independent and impartial service.
If you want to complain your first step should always be to go to the department or the agency or body itself. ICAs are there to review the way that the department or agency handled your complaint following their final response.
How ICAs work
An ICA looks at whether DfT or its agency or other body has:
- provided you with a reasonable service
- handled your complaint appropriately
The ICA will need to see the letters and emails between you and DfT, or the agency or body you’re complaining about. The part of DfT involved aims to send this material to the ICA within 15 working days of you asking us to pass your complaint to them.
The ICA will decide how best to deal with your case and will then contact you direct. The ICA will usually contact you by email or post. They may want to speak to you by telephone to check facts.
It’s important you let us know if you change address or email or have a new phone number whilst your complaint is with an ICA.
When the ICA has reviewed your complaint, they will write to you with details of what they’ve decided. Their letter will explain what to do if you have any further concerns.
The ICA will aim to review your case within 3 months. They’ll tell you if they expect it to take longer.
What they can look at
The ICA can look at complaints about:
- bias or discrimination
- unfair treatment
- poor or misleading advice
- failure to give information
- unreasonable delays
- poor administration
- inappropriate staff behaviour
What they cannot look at
An ICA cannot look at complaints about:
- government, departmental or agency policy
- matters where only a court, tribunal or other body can decide the outcome
- legal proceedings that have already started and will decide the outcome
- an ongoing investigation or enquiry
- personnel and disciplinary decisions or actions as an employer
An ICA can’t review your complaint if it’s being or has been investigated by the Parliamentary and Health Service Ombudsman. They can’t usually look at any complaint that:
- hasn’t completed all stages of an organisation’s complaints process
- is more than 6 months old from the date of the final response from the department or agency
How to contact the independent complaints assessor
We don’t provide general contact information for ICAs. It’s important to go through DfT, or the agency or body you have been dealing with so they can try to resolve the matter first.
If you are unhappy with our final response to your complaint you can tell us that you want an ICA to review your complaint. Once the ICA has received your details they will contact you to advise you whether they think they’re able to review your complaint. They’ll provide you with their contact details, and ask you for any further information they need.
Which DfT agencies does the ICA cover?
You can find out more about the complaints procedures of DfT and our agencies, which are currently covered by the ICA:
- Department for Transport (DfT)
- Driver and Vehicle Licensing Agency (DVLA)
- Driver and Vehicle Standards Agency (DVSA)
- Highways England (HE)
- HS2 Ltd
- Maritime and Coastguard Agency (MCA)
- Vehicle Certification Agency (VCA)
Data protection and personal information
If you want a copy of personal information held about you by an ICA, send your request in writing by post, not email.
When sending the request you will need to supply:
- your full name
- your full address
- your national insurance number
- a description of the information you require
ICA data protection and personal information requests
FAO: Data Protection Officer
Independent Complaints Assessor
Administration Team 2/27-29
Department for Transport
33 Horseferry Road
You won’t be charged for this service.
The ICA is committed to providing the best possible service to complainants. We welcome your feedback.
The reports summarise the complaints reviewed and recommendations made by the Independent Complaint Assessors.
- Independent report
- Independent report
- Corporate report
- Corporate report