Independent report
DfT: Independent Complaints Assessor report for 2019 to 2020
Report covering complaints referred for Independent Complaints Assessor review between 1 April 2019 and 31 March 2020.
Documents
Details
Department for Transport’s (DfT’s) independent complaints assessors (ICAs) are appointed by ministers to act independently of DfT to review complaints made against the department, its executive agencies and other DfT public bodies.
This report covers complaints that were referred to the ICAs, and where they completed their review and made a recommendation between 1 April 2019 and 31 March 2020.
The ICAs independently review complaints about whether DfT, one of its executive agencies or another DfT public body has:
- provided you with a reasonable service
- handled your complaint appropriately
The DfT’s executive agencies are:
- Driver and Vehicle Standards Agency
- Driver and Vehicle Licensing Agency
- Vehicle Certification Agency
- Highways England
- Maritime and Coastguard Agency
Published 17 September 2020