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Complaints and Appeals

 

Complaints

Complaints relating to any of VCA’s services, activities or personnel are to be sent, in writing, to the Quality and Accreditation Manager, No 1 The Eastgate Office Centre, Eastgate Road, Bristol, BS5 6XX, United Kingdom or to complaints@vca.gov.uk, accompanied by a suitable statement giving the grounds for the complaint, as well as any supporting evidence.

VCA aims to acknowledge complaints within 5 working days. Once an investigation has been completed, a formal response will be sent to the complainant, normally within 28 working days from receipt of the complaint. For an overview of the complaints process, including the escalation process see https://www.vehicle-certification-agency.gov.uk/vca-complaints-procedure.asp

Appeals

Appeals regarding a decision made by VCA will normally only be considered if received within 14 days from the date of the decision appealed against. Appeals are to be sent, in writing, to the Quality and Accreditation Manager, No 1 The Eastgate Office Centre, Eastgate Road, Bristol, BS5 6XX, United Kingdom or to appeals@vca.gov.uk, accompanied by a suitable statement giving the grounds for the appeal, as well as any supporting evidence.

VCA aims to acknowledge appeals within 5 working days. Following the receipt of an appeal, the Quality and Accreditation Manager will give it initial consideration. If the appeal is to be upheld following this initial review, the appellant will be notified, otherwise the appellant will be informed that an appeals panel is to be convened. Members of the appeals panel will be independent from the work area to which the appeal concerns and the appellant will be notified as soon as possible of the panel’s decision, normally within 28 working days from receipt of the appeal.

Note: The appeals process does not include appeals relating to the outcome of a complaint, see the complaints escalation process above.

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