Complaints, Suggestions and Compliments
Putting things right - How to let us know your complaints, suggestions and compliments
VOSA is committed to providing a high standard of service to all our customers and values your complaints, suggestions and compliments as a means to improve business practices and drive change. In order to make sure we capture your comments about the service you have experienced, we have put in place the following three step system. Please note that all comments are logged and reviewed.
Further information is available in our leaflet - The Service We Give You
Step one
Initially bring your comment to the attention of local staff who will be happy to help. Alternatively you can email or ring our national number who will forward your comment to the relevant local manager.
Email: enquiries@vosa.gsi.gov.uk
Phone: 0300 123 9000
Step two
If you have made a complaint and do not feel it has been dealt with adequately, please contact our Customer Complaints Co-ordinator either directly (contact details below) or via the national number on 0300 123 9000. Your complaint will be independently investigated and a full reply provided.
Address:
Customer Complaints Co-ordinator
VOSA
Berkeley House
Croydon Street, Bristol
BS5 0DA.
Email: complaints@vosa.gov.uk
Phone: 0117 954 3406
Fax: 0117 954 3209
Step three
If you are unhappy with the response from the Complaints Co-ordinator, you can then refer your complaint to our Chief Executive to ask for a review. The Corporate Office will independently review your concerns afresh and provide a detailed response.
Address:
Corporate Office
VOSA
Berkeley House
Croydon Street
Bristol
BS5 0DA
Email: vosa.corporateoffice@vosa.gsi.gov.uk
Phone: 0117 954 3475 / 3274
Fax: 0117 954 3209
If you have followed steps one, two and three but are not satisfied that we have adequately dealt with your complaint, you may ask to have your case investigated by our Department’s Independent Complaints Assessor, by contacting VOSA’s Corporate Office. Please click on the attached document for further information - Referral of a complaint to the Independent Complaints Assessor
VOSA’s complaints procedures do not affect your right to ask an MP to refer your complaint to the Parliamentary and Health Service Ombudsman. You can get advice on their service from:
Address:
PHSO, Millbank Tower
Millbank
London
SW1P 4QP
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Phone: Helpline 0345 015 4033
A summary of these steps are shown on our Putting Things Right poster Putting Things Right poster
Traffic Commissioners - Complaints
Traffic Commissioners remain independent of VOSA. To access a copy of their complaints procedure please click on the attached document - Complaints Protocol and Bias Guidelines for Traffic Commissioners.
