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.

We aim to respond to all complaints within our service level agreement.

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

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

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 midday.

If you’re not happy with our response

Contact our Head of Corporate Office if you’re not happy with our response. You’ll get a reply from them within 10 working days.

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 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

If you’re a driving or motorcycle instructor contact us 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 Office if you’re not happy with our response. You’ll get a reply from them within 10 working days.

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 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 appeal an MOT test result.

DVSA national helpline

If you’re not happy with our response

Contact our customer complaints co-ordinator if you’re not happy with our response. 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

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