Driver & Vehicle Agency (DVA) complies with all required statutory requirements whilst conducting vehicle inspections. With the introduction of the vehicle re-check policy, the effectiveness, impartiality and high standards expected by DVA customers can be clearly demonstrated.
This policy is to ensure that vehicles are issued with a certificate or failure notice as appropriate and high standards are maintained.
The workings of a re-check
Once the vehicle inspection is fully completed and before the certificate or failure notice is issued, the centre manager will indicate to the examiner that your vehicle has been selected for a re-check.
The examiner will then inform you that your vehicle has been randomly selected as part of the DVA’s quality regime and a re-check of the vehicle is going to take place.
The manager who will be conducting the re-check will then decide whether to conduct a partial re-check or a full re-check. A full re-check should take approximately 20 minutes; a partial re-check will take less time.
Waiting for a re-check
If it is not convenient for you to wait, you will be informed that your vehicle must be re-checked before a certificate/failure notice is issued. A suitable appointment will be arranged at the earliest opportunity for the test to be completed.
The manager’s decision is final
The manager will discuss his findings with the examiner and in turn relay them to you. The manager’s decision is final and a certificate or a failure notice will be issued to reflect this.
The purpose of the re-check policy is to maintain a quality service therefore vehicles will be randomly selected. There is no set target for the number of vehicles to be re-checked. Any vehicle may be selected by the centre management for a re-check.
If you are not satisfied with the service you have received, speak to the office or centre manager, as they can deal with most complaints quickly and informally.
If your complaint is not resolved informally, you can make a formal complaint. Full details of the DVA formal complaints procedure is available below:
DVA aims to reply to all formal complaints within 10 working days.