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Make a complaint or a claim for compensation

If you wish to make a complaint about service you have received from Driver & Vehicle Agency, or a claim for compensation, information on how to do this is detailed below.

Complaints

DVA strives to

  • make it as easy as possible for customers to make a complaint
  • issue a written reply within 10 working days
  • identify areas where repeated problems are occurring and take steps to improve

If you are not satisfied with the service you have received, please get in touch with the manager of the section, office or centre to which your complaint refers. They can deal with most complaints informally and quickly.

Compensation

DVA will consider a claim for compensation if:

  • a test is cancelled for any reason within its control and the accepted period of notice isn't given
  • a member of DVA staff causes damage to a customer's vehicle or a person is injured on DVA property and DVA are found to be negligent, or
  • it is found as part of an investigation by the Ombudsman that there has been maladministration by DVA causing an injustice to the complainant, and it is recommended that compensation should be paid

For more detailed information about DVA, including Standards of Service, contact addresses and telephone numbers, you can download the Customer Services Guide.

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