Send complaints to the Customer Services Manager, DVLA, Swansea. SA7 0EE.
Alternatively the ‘make a complaint’ online form can be completed at emaildvla.direct.gov.uk/emaildvla/cegemail/dvla/en...l. The DVLA aims to answer complaints within two weeks.
Motorists who are still not happy after the initial response should write to the DVLA’s chief executive Simon Tse at DVLA Swansea, SA6 7JL. Again, allow two weeks for a response.
The chief executive can refer the matter to an independent complaints assessor if you request this. The assessor can look at matters involving poor service, incorrect advice or unreasonable delay.
You can also complain to your MP and they can refer the matter to the Parliamentary and Health Service Ombudsman, whose decisions are not legally binding but are invariably followed. Compensation can be recommended.
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