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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 YouAdobe PDF Document

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.

Referral to the Ombudsman

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 RightAdobe PDF Document poster

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