Independent report

DfT: Independent Complaints Assessor report for 2023 to 2024

Report covering complaints referred for Independent Complaints Assessor review between 1 April 2023 to 31 March 2024.

• From: Department for Transport
• Published: 9 January 2025

Documents

DfT: Independent Complaints Assessor report for 2023 to 2024

PDF, 1.72 MB, 176 pages

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Details

Department for Transport’s (DfT’s) 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.

This report covers complaints that were referred to the ICAs, and where they completed their review and made a recommendation between 1 April 2023 and 31 March 2024.

The ICAs independently review complaints about whether DfT, one of its executive agencies or another DfT public body has:

• provided you with a reasonable service
• handled your complaint appropriately

DfT’s executive agencies are:

• Driver and Vehicle Standards Agency (DVSA)
• Driver and Vehicle Licensing Agency (DVLA)
• Vehicle Certification Agency (VCA)
• Maritime and Coastguard Agency (MCA)

Other DfT public bodies highlighted in the report include:

• National Highways
• Network Rail
• Civil Aviation Authority (CAA)
• HS2

Published 9 January 2025