DVSA is changing the way it handles complaints to make the process simpler, quicker and clearer.
The biggest change is the removal of a stage of the process. The process currently has three stages. That means if a customer isn’t happy with DVSA’s first response to their complaint, it’ll try a second, and up to a third time to resolve it.
DVSA is moving to a two-stage process. This brings it in line with other government departments. Customers who aren’t happy after stage two will still be able to ask an independent complaints assessors to look at their complaint.
DVSA has also updated its complaints procedure on GOV.UK so customers know where to send their complaints.
DVSA says it will continue to train staff to help avoid complaints in the first place – supporting those in public-facing roles to improve customer service.
The changes will only apply to complaints received on or after 6 January 2020.
If you already have a complaint in the system on 6 January 2020, it can still go through three stages if you want it to. But if you aren’t happy after the second stage, DVSA will ask you what you want to do next. You’ll be able to go to the old third stage, or straight to the independent complaints assessor.
