GovWire

Department for Transports (DfTs) independent complaints assessors (ICAs) are appointed by ministers to act independently ofDfTto review complaints made against DfT, its executive agencies and otherDfTpublic bodies.

This report covers complaints that were referred to theICAs, and where they completed their review and made a recommendation between 1 April 2022 and 31 March 2023.

TheICAsindependently review complaints about whetherDfT, one of its executive agencies or anotherDfTpublic body has:

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

DfTs executive agencies are:

• Driver and Vehicle Standards Agency
• Driver and Vehicle Licensing Agency
• Vehicle Certification Agency
• National Highways
• Maritime and Coastguard Agency