Complaints Procedure

VCA strives to maintain the highest level of service throughout the agency, but recognises that there may be times when this is not achieved. We encourage our customers to bring such instances to our attention so that we can learn from them and continue our ethos of continual improvement.

Initially, please speak to you VCA local contact (engineer, auditor etc), to try and resolve the issue locally.

Should you be dissatisfied with any area of the service that you have received from VCA and cannot resolve this locally, then please follow the following procedure:

Step 1

If you feel that your complaint has not been dealt with satisfactorily you should write to the Head of Central Quality, who will formally acknowledge the complaint, allocate a unique VCA reference number, commence an investigation and respond to you directly with the findings.

Head of Central Quality
Vehicle Certification Agency
No 1 The Eastgate Office Centre
Eastgate Road
Bristol
BS5 6XX
United Kingdom
E-mail: complaints@vca.gov.uk

Step 2

If you feel that your complaint has still not been dealt with satisfactorily, you should contact:

Chief Executive Officer
Vehicle Certification Agency
No 1 The Eastgate Office Centre
Eastgate Road
Bristol
BS5 6XX
United Kingdom
E-mail: complaints@vca.gov.uk (please mark for the attention of the CEO).

You should provide full details of your complaint, including the unique VCA reference number, and copies of the response that you have received so far.

Step 3

You can ask us to pass your complaint to the Independent Complaints Assessor (ICA) if you’ve been through stage 3 and aren’t happy with the response. VCA can refer a complaint to the ICA at any stage.

Follow this link for more on referral of a complaint to the Independent Complaints Assessor (ICA).

Note: VCA’s complaints procedure does not affect your right to refer your complaint to the Parliamentary and Health Service Ombudsman. More details can be obtained by writing to:

PHSO
Millbank Tower
Millbank
London
SW1P 4QP