The Driver and Vehicle Standards Agency (DVSA) has said that its previous three-stage complaints process is to be simplified so that it can resolve customer complaints more quickly.

In line with other government departments, it is moving to a two-stage process with those operators who are not happy after stage two still able to ask for the matter to be referred to an independent complaints assessor.

Anyone who wishes to complain about the vehicle operator licensing service provided by the Central Licensing Office or Office of the Traffic Commissioner can do so by email (csccomplaints@dvsa.gov.uk) or post.

They are promised a reply within 10 working days provided they include their vehicle operator licence number (if they have one) and details of the office about which they are complaining.

With regard to complaints about a lorry, bus or trailer annual test (MOT), operators are asked to raise the matter first with local staff as they may be able to help with particular problems.

If the complaint involves disagreement with the examiner’s assessment, the DVSA might need to examine the vehicle again. Forms in this regard are available, for heavy goods vehicles (HGVs) and public service vehicles (PSVs), at GOV.UK.

“Do not make any repairs or adjustments to the defects you disagree with until the vehicle has been examined again,” the DVSA insists. “You can complain (via the email address given above) if you’re still unhappy with the service you’ve received.”

Last reviewed 15 January 2020