Complaints procedure

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

Make a complaint

The way you make your complaint will depend on what you want to complain about.

You need to use the right contact details to get your complaint dealt with as quickly as possible:

Complain about your theory or driving test

To complain about your theory or practical driving test, you can contact us via email, phone or post.

You’ll 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’ll 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 midday.

If you’re not happy with our response

If you’re not happy with our response to your complaint you can contact our Head of Corporate Office.

DVSA Head of Corporate Office

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

Nottingham
NG1 6LP

Contacting our Chief Executive

If you’re still unhappy with our response you can contact our Chief Executive.

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.

Appeal a practical driving test

You have the right to appeal if you think your driving examiner didn’t carry out your practical driving test in line with the regulations. You should appeal to:

  • a magistrates’ court if you live in England or Wales
  • a sheriff’s court if you live in Scotland

You have 6 months after your test to do this in England and Wales, and 21 days after your test in Scotland.

However, we cannot change your test result.

Complain about driving or motorcycle instructor services

If you’re a driving or motorcycle instructor, you can contact us via email, phone or post.

You’ll 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

If you’re not happy with our response to your complaint you can contact our Head of Corporate Office.

DVSA Head of Corporate Office

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

Nottingham
NG1 6LP

Contacting our Chief Executive

If you’re still unhappy with our response you can contact our Chief Executive.

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

You should complain to the local staff or you can contact our national helpline who will send your comments to your local manager.

DVSA national helpline

If you’re not happy with our response

If you’re not happy with our response to your complaint you can contact our customer complaints co-ordinator:

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 the response from the Customer Complaints Co-ordinator, you can contact DVSA’s Chief Executive. Our corporate office will independently review your complaint and provide a detailed response.

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

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

The ICA is:

  • independent of Department of 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 you anything to have your complaint assessed by the ICA.

The ICA will need to see all the letters and emails between us. We aim to send this to them 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.

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

When the ICA has completed their review they’ll contact you with their findings and any recommendations they consider appropriate to both you and us. This ends their involvement with your case.

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

Parliamentary and Health Service Ombudsman

Finally, if you’re not satisfied and you’ve had your complaint investigated by the ICA, you can ask your MP to refer your complaint to the Parliamentary and Health Service Ombudsman.

PHSO Millbank Tower
Millbank
London
SW1P 4QP

Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033