Complaints Policy

Operator Licence Ltd takes complaints seriously. If you are unhappy with a service interaction, a communication, the handling of an enquiry, the conduct of a representative or the way information has been dealt with, you can raise a complaint directly with us for review.

How to complain

Please send your complaint by email to info@operatorlicence.co.uk or use our contact page. Include your name, contact details, the business name involved if relevant, a clear summary of the issue, any key dates, and what outcome you would like us to consider.

What to include

The more specific your complaint is, the easier it is for us to review it properly. If possible, include the page or service involved, the date of the interaction, the person or team you dealt with, copies of any relevant emails and whether your concern relates to service standards, billing, communication, privacy or website functionality.

What we review

We can review complaints about customer service, communication standards, website journeys, form handling, incorrect routing, delays, or other concerns connected with the services and information we provide as a private consultancy business. We may ask for further detail if more context is needed to understand the issue properly.

What happens next

We aim to acknowledge complaints within a reasonable time and review them proportionately. If a complaint highlights a service failure, process weakness or communication problem, we may take corrective action, provide clarification, or adjust internal processes where appropriate. Some issues may require a longer review where multiple records or communications need to be checked.

Limits of this complaints process

This complaints process applies to Operator Licence Ltd as an independent private limited company. It does not replace any official regulator complaints or appeals process. If your concern is about a Traffic Commissioner decision, DVSA action or another formal public process, you may need to use the relevant official route instead of or in addition to contacting us.

Data and confidentiality

Information submitted in a complaint will be used only for reviewing and responding to that complaint, keeping a record of the concern and improving how we operate where appropriate. If you also want data removed or want to exercise privacy rights, say so clearly in your message so that the complaint and data request can be handled together where possible.

External routes

If your complaint concerns the handling of personal data, you may also have the right to complain to the Information Commissioner’s Office. If your concern instead relates to an official licensing or regulatory process, relevant guidance may be available through the Traffic Commissioners complaints procedure.