Complaints procedure

You can complain to the Driver and Vehicle Standards Agency (DVSA) if you're unhappy with the service you got.

Our commitment

We’re committed to providing a high quality of service to everyone.

We need you to tell us if we get things wrong. We’ll listen to your complaint and treat it seriously and in confidence.

We aim to:

  • put things right for you when it’s possible and appropriate
  • learn from where we went wrong
  • make sure that we don’t make the same mistake again

How to make a complaint

The way you make your complaint depends on what you want to complain about. Follow the process for:

Complain about your theory or driving test

You can complain by email, phone or post. You’ll get a reply within 10 working days.

There’s a different process to appeal a driving test.

What to include in your complaint

You need to tell us:

  • the type of test you took
  • the date, time and place you took your test
  • what your complaint is
  • what you want to happen

You need to include 2 of the following 3 pieces of information:

  • your driving licence number
  • your theory test pass certificate number
  • your practical test booking reference

Theory test complaints

DVSA
PO Box 1286
Warrington
WA1 9GN

Monday to Friday, 8am to 4pm

Practical test complaints

DVSA
PO Box 280
Newcastle-Upon-Tyne
NE99 1FP

Monday to Friday, 8am to 4pm.

If you’re not happy with our response

Contact our Head of Corporate Reputation. You’ll get a reply from them within 10 working days.

DVSA Head of Corporate Reputation

Head of Corporate Reputation
DVSA
The Axis Building
112 Upper Parliament Street

Nottingham
NG1 6LP

Contacting our Chief Executive

If you’re still unhappy with our response, contact our Chief Executive. You’ll get a reply from them within 10 working days.

DVSA Chief Executive's Office

Chief Executive's Office
DVSA
The Axis Building
112 Upper Parliament Street

Nottingham
NG1 6LP

You can take things further if you’re not happy with their response.

Complain about driving or motorcycle instructor services

You can complain by email, phone or post. You’ll get a reply within 10 working days.

You need to include your:

  • ADI number or driving licence number
  • date of birth
  • postcode

Approved driving instructor (ADI) team

Approved driving instructor (ADI) team
ADI Registration
DVSA
The Axis Building
112 Upper Parliament Street

Nottingham
NG1 6LP

ADI enquiries. Monday to Friday, 8am to 6pm. Use the ADI fast track code when you've dialled the number.

If you’re not happy with our response

Contact our Head of Corporate Reputation. You’ll get a reply from them within 10 working days.

DVSA Head of Corporate Reputation

Head of Corporate Reputation
DVSA
The Axis Building
112 Upper Parliament Street

Nottingham
NG1 6LP

Contacting our Chief Executive

If you’re still unhappy with our response, contact our Chief Executive. You’ll get a reply from them within 10 working days.

DVSA Chief Executive's Office

Chief Executive's Office
DVSA
The Axis Building
112 Upper Parliament Street

Nottingham
NG1 6LP

You can take things further if you’re not happy with their response.

Complain about a vehicle test, operator licensing or enforcement action

Complain to the local staff or contact our national helpline. They will send your comments to the local manager.

There is a different process to complain about an MOT test or appeal a result.

DVSA vehicle testing, operator licensing and enforcement complaints

DVSA
The Ellipse
Padley Road

Swansea
SA1 8AN

Monday to Friday, 7:30am to 6pm

If you’re not happy with our response

Contact our customer complaints co-ordinator. You’ll get a reply from them within 10 working days.

DVSA Customer Complaints Co-ordinator

Customer Complaints Co-ordinator
DVSA
Berkeley House
Croydon Street

Bristol
BS5 0DA

Contacting our Chief Executive

If you’re still unhappy with our response, you can contact our Chief Executive. You’ll get a reply from them within 10 working days.

DVSA Corporate Office

DVSA Corporate Office
2nd Floor
Berkeley House
Croydon Street

Bristol
BS5 0DA

You can take things further if you’re not happy with their response.

Taking things further

You can ask us to pass your complaint to the Independent Complaints Assessor (ICA) if you’re not happy with the response from our Chief Executive.

The ICA is:

  • independent of Department for Transport and DVSA
  • not a civil servant

The ICA looks at whether we have:

  • handled your complaint appropriately
  • given you a reasonable decision

It doesn’t cost anything to have your complaint assessed by the ICA.

What happens when you ask us to pass your complaint to the ICA

We will need to send all the letters and emails between us to the ICA. We aim to do within 15 working days of you asking us to pass on your complaint.

The ICA will decide how best to deal with your case and will then contact you.

The ICA aims to review your case within 3 months. They’ll tell you if they think it will take longer.

After the ICA has reviewed your complaint

The ICA will contact you with their findings and any recommendations they consider appropriate to both you and us.

This ends their involvement with your case.

Complaints the ICA can review

The ICA can look at complaints about:

  • bias or discrimination
  • unfair treatment
  • poor or misleading advice
  • failure to give information
  • mistakes
  • unreasonable delays
  • inappropriate staff behaviour

The ICA can’t 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

The ICA also can’t look at any complaint that:

  • hasn’t been through all above stages of our complaints process
  • is more than 6 months old from the date of the final response from us
  • has been, or is being, investigated by the Parliamentary and Health Service Ombudsman

Ask your MP to refer your complaint to the Parliamentary and Health Service Ombudsman

If you’re not satisfied after the ICA has reviewed your complaint, ask your MP to refer your complaint to the Parliamentary and Health Service Ombudsman.

  1. Download and fill in the UK government services complaints form.

  2. Ask your MP to sign it and send it to the Parliamentary and Health Service Ombudsman, along with our final decision.

Parliamentary and Health Service Ombudsman phso.enquiries@ombudsman.org.uk

PHSO Millbank Tower
Millbank
London
SW1P 4QP