How to complain
The best way to resolve a problem is usually through the officer you’ve been dealing with. You can do this over the phone, by email, in writing, or in person.
If the issue cannot be resolved locally, by the service involved, you may progress matters further by making a formal complaint through our helpdesk using the details below:
We will need you to give as much information as possible about your issue, including:
- your full name, address and contact number
- details of your problem, what you would like to happen and the name of the person you spoke to first
- copies of any correspondence relating to your complaint or any other evidence you would like us to consider
Alternatively you can download, complete and return the to us.
For further information you may also wish to download our .
We take complaints about our service very seriously, as such, we strive to deliver a high quality of service at all times. We recognise that problems may sometimes occur and we are committed to dealing with all complaints promptly and in a fair and reasonable manner.
What happens next
We will acknowledge your complaint within 2 working days and let you have a full response within 20 working days. If it is not possible to respond fully within this timescale, we will write and let you know why and say when you should expect to receive a full response. Our corporate complaints procedure consists of 4 stages:
Stage 1: Business unit response
The relevant head (or director) of the business unit will investigate matters and provide a response explaining their decision and, where appropriate, any recommendations or action required.
Stage 2: Chief Executive response
Sending your complaint directly to the Chief Executive may delay the handling of your complaint so we always recommend making contact via the helpdesk. If you are unhappy with the stage 1 outcome, please get back in touch with the helpdesk. Let us know why you are unhappy with the decision and what you think we can do further to help.
Please note that the Chief Executive cannot review any new or different issues and they will only usually consider your complaint after the stage 1 procedure has been completed. The Chief Executive will then review your original complaint and the response provided and will make a decision about whether or not matters have been dealt with appropriately.
Stage 3: Department for Transport’s (DfT’s) Independent Complaints Assessor (ICA)
If you are unhappy with the final response provided by the Chief Executive, you may get back in touch with the helpdesk and ask to refer your complaint to the ICA. The ICA will carry out an independent review of the case and then advise both parties on the outcome of their decision.
Stage 4: Parliamentary and Health Services Ombudsman (PHSO)
After review by the ICA, you may seek advice from any Member of Parliament (MP) and ask them to refer your complaint to the PHSO.