Independent Complaint Assessor (ICA) for the Department for Transport
As an ICA, Jon Wigmore is able to assist customers and deliver independent reviews based upon complaint handling by the Department for Transport (DfT) or one of its executive agencies:
If a complaint made through the DfT leaves the complainant unsatisfied, then they can request a review of their complaint. The DfT or its executive agency is required to refer this request to us or a similar ICA.
After having been referred, we will make a decision on whether and how much of the complaint must be reviewed and in how much detail based upon
As an ICA, Jon Wigmore is able to assist customers and deliver independent reviews based upon complaint handling by the Department for Transport (DfT) or one of its executive agencies:
- Driver and Vehicle Standards Agency
- Driver and Vehicle Licensing Agency
- Vehicle Certification Agency
- National Highways
- Maritime and Coastguard Agency
If a complaint made through the DfT leaves the complainant unsatisfied, then they can request a review of their complaint. The DfT or its executive agency is required to refer this request to us or a similar ICA.
After having been referred, we will make a decision on whether and how much of the complaint must be reviewed and in how much detail based upon
- public interest;
- whether there has been an injustice or detriment;
- whether the complaint was handled badly prima facie;
- and whether review could promote more consistency and fairness in complaint handling.
