Complaints Procedure
- Putting things right - How to let us know you are unhappy with the service you have received.
- Referral to the Ombudsman
- Further details and contact points
Putting things right - How to let us know you are unhappy with the service you have received.
We aim to provide a high standard of service throughout the organisation but recognise that there are times when things go wrong. We value the opportunity to put things right and can use this information to improve business practices.
If the service you have received has not met your expectations, followed the correct procedure or you believe we have not applied policy correctly then please initially bring your concerns to the attention of the local staff.
If the matter is not satisfactorily resolved there is a three step complaints procedure available to you.
Further information is available in our leaflet - The Service We Give You
Step one
Contact the relevant local Manager to formally register your points. Most complaints can usually be answered efficiently at a local level, if they are brought to our attention quickly.
If you do not already have the contact details for the relevant Manager you should be able to find them here: GVTS Staffing List
or for Operator Licensing queries the contacts are: Operator Licensing Complaint Contact Details
Alternatively, please contact our national number on:
Email: enquiries@vosa.gsi.gov.uk
Phone: 0870 6060 440
Fax: 01792 454313
Step two
If you do not feel your complaint has been dealt with adequately at local level, you can forward full details to our Customer Complaints Co-ordinator who will conduct an independent investigation and provide a full reply.
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 3303
Step three
If you are unhappy with the response, 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 3303
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 DVO’s Independent Complaints Assessor, by contacting our Chief Executive’s Corporate Office.
These procedures do not affect your right to ask an MP to refer your complaint to the Parliamentary Commissioner for Administration (the Ombudsman). You can get advice on their service from: The Office of the Parliamentary Commission for Administration, Millbank Tower, Millbank, London SW1P 4QP. Helpline: 0845 015 4033. Email: opca.enquires@ombudsman.gsi.gov.uk. Website: www.ombudsman.org.uk.
Referral to the Ombudsman
VOSA’s complaints procedures do not affect your right to ask an MP to refer your complaint to the Parliamentary Ombudsman. You can get advice on how to complain to the Ombudsman from:
PHSO Millbank Tower |
Helpline: 0845 015 4033 E-mail: phso.enquiries@ombudsman.gsi.gov.uk Website: www.ombudsman.org.uk |
Further details and contact points
Details about VOSA’s complaints procedure, including contact points, can be found in our leaflet The Service We Give You.
Appealing against a test decision
Appealing or objecting to an operator licence decision
Operator Licensing Complaint Contact Details
Contacts for Operator Licensing queries.
