DfT: independent complaints assessors
Source: gov.uk (2025-01-09)

Independent complaints assessors review complaints made against the Department for Transport, its agencies and other bodies.

Department for Transport (DfT) independent complaints assessors (ICAs) are appointed by ministers to act independently of DfT to review complaints made against DfT, its executive agencies and other DfT public bodies.

You can ask for an ICA to review your complaint if you think you’ve:
- been treated unfairly by DfT or one of its agencies or bodies
- received poor service from DfT or one of its agencies or bodies
DfT uses the services of independent complaints assessors who look at the issues, provide conclusions and recommend solutions. This is a free, independent and impartial service.

If you want to make a complaint, your first step should always be to go to the department, agency or body concerned. ICAs will review how a department or agency handled your complaint if you are not satisfied with the final decision.

How ICAs work

An ICA looks at whether DfT or its agency or other body has:
- provided you with a reasonable service
- handled your complaint appropriately
The ICA will need to see the letters and emails between you and DfT, or the agency or body you’re complaining about. The part of DfT involved aims to send this material to the ICA within 15 working days of you asking us to pass your complaint to them.

The ICA will decide how best to deal with your case and will then contact you directly. The ICA will usually contact you by email or post. They may want to speak to you by telephone to check the facts.

It’s important you let us know if you change address, email or phone number while your complaint is with an ICA.

When the ICA has reviewed your complaint, they will write to you with details of what they’ve decided. Their letter will explain what to do if you have any further concerns.

The ICA will aim to review your case within 3 months. They’ll tell you if they expect it to take longer.

What they can and cannot look at

The terms of reference (https://www.gov.uk/government/publications/dft-independent-complaint-assessors-terms-of-reference) details what complaints the ICA can look at.

How to contact the independent complaints assessor

We do not provide general contact information for ICAs. It’s important to go through DfT or the agency or body you have been dealing with so they can try to resolve the matter first.

If you are unhappy with our final response to your complaint, you can tell us that you want an ICA to review your complaint. Once the ICA has received your details, they will contact you to advise whether they think they can review your complaint. They’ll provide you with their contact details and ask you for any further information they need.

Which parts of DfT do ICAs cover?

You can find out more about the complaints procedures of DfT, our agencies and delivery bodies currently covered by the ICA:
- Department for Transport (DfT) (https://www.gov.uk/government/organisations/department-for-transport/about/complaints-procedure)
- Driver and Vehicle Licensing Agency (DVLA) (https://www.gov.uk/government/organisations/driver-and-vehicle-licensing-agency/about/complaints-procedure)
- Driver and Vehicle Standards Agency (DVSA) (https://www.gov.uk/government/organisations/driver-and-vehicle-standards-agency/about/complaints-procedure)
- Maritime and Coastguard Agency (MCA) (https://www.gov.uk/government/organisations/maritime-and-coastguard-agency/about/complaints-procedure)
- Vehicle Certification Agency (VCA) (https://www.vehicle-certification-agency.gov.uk/complaints-and-appeals/)
- National Highways (NH) (https://nationalhighways.co.uk/about-us/complaints-process/)
- HS2 Ltd (https://www.gov.uk/government/organisations/high-speed-two-limited/about/complaints-procedure)
- LCR Property (https://lcrproperty.co.uk/contact/)
- CAA (https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/How-to-make-a-complaint/)
- BTPA (https://btpa.police.uk/contact-us/complaints/)
Data protection

Each part of DfT has its own separate complaints handling process as deemed appropriate, including data retention policy.

The personal data and other information you provide to the relevant part of DfT (for example, DVLA or DVSA) or to a DfT delivery body (for example, HS2 Ltd or National Highways) will be passed to the DfT ICA and will be used only to review your complaint.

The DfT ICAs will hold your data for up to 2 years only following the completion of their review. This is to respond to any requests from the Parliamentary Ombudsman, acting on your behalf should you request them to investigate how the ICA has handled your complaint.

DfT ICAs are subject to the DfT’s privacy policy. Find out more about DfT’s privacy policy, including how to contact the Data Protection Officer and exercise your rights (https://www.gov.uk/dft/privacy-policy).

Feedback

The ICA is committed to providing the best possible service to complainants. We welcome your feedback.