Complain About Your Driving Examiner

It's a question many learner drivers and instructors ponder: "How do I complain about a driving examiner?" While the vast majority of Driving Vehicle Standards Agency (DVSA) examiners are professional, approachable, and dedicated to customer service, there are instances where a candidate or instructor might feel an examiner's conduct was less than satisfactory. This article delves into the training and assessment of driving examiners, and crucially, outlines the steps you can take if you feel you've had a negative experience and wish to express your concerns.

The Importance of Examiner Conduct

The driving test is a significant milestone, often accompanied by a considerable amount of nerves. An examiner's demeanour can profoundly impact a candidate's experience. While we often hear positive feedback about examiners putting candidates at ease, there are unfortunately occasions where an examiner's attitude might be perceived as negative, condescending, or even intimidating. It's essential to remember that while there is no appeal against the *result* of a driving test, you do have the right to complain if you believe the *conduct* of the test was unfair or fell below acceptable standards.

Examiner Training: A Focus on Customer Service

The DVSA places a strong emphasis on ensuring its examiners are not only competent in assessing driving skills but also in their customer service abilities. Trainee examiners undergo a rigorous selection and training process designed to identify and cultivate individuals with the right personality traits and communication skills. This includes:

• Personality Assessments: Potential candidates are assessed for their suitability throughout the application process.
• Situational Judgement Tests: These scientifically designed tests gauge how trainees respond to various workplace scenarios, highlighting their thought processes and decision-making.
• Role Play Assessments: Using professional actors, trainees are put through simulated driving test scenarios to evaluate their interaction and communication with the public.

During their 4-6 week training at the DVSA's Training & Development Centre in Cardington, trainee examiners are continuously assessed against four core competencies:

1. Control of the test
2. Assessment of the test
3. Completion of paperwork
4. Customer service

The customer service aspect is particularly crucial. Trainees are observed on their communication and behaviour with everyone they encounter, including fellow trainees, trainers, and support staff. This meticulous scrutiny extends to their verbal and non-verbal communication, such as body language, tone of voice, and respecting personal space. The goal is to ensure examiners can remain calm and professional, even in challenging situations, and be reassuring to nervous candidates.

Life After Training: Ongoing Assessment

The DVSA acknowledges that the training environment can influence behaviour. Once examiners are placed in test centres, they are subject to continued supervision and assessment. For the first nine months, new examiners are on probation and receive close supervision from a Local Driving Test Manager (LDTM) or an experienced examiner. This includes supervised tests and debriefing sessions. Furthermore, all examiners undergo regular 'check tests' and quality assurance assessments throughout their careers, ensuring they consistently meet the required standards.

When Things Go Wrong: How to Complain

Despite robust training and assessment, you might encounter an examiner whose conduct you feel is unacceptable. If you or your pupil have an issue with an examiner's customer service, attitude, or perceived unfairness during a test, here's how to proceed:

Step 1: Contact the Local Driving Test Manager (LDTM)

Your first point of contact should be the LDTM for the specific driving test centre. If you don't know who this is, you can usually find their contact details on the notice board at the test centre. Alternatively, you can call the DVSA on 0300 200 1122 and ask for the LDTM's information.

When you contact the LDTM, it's best to arrange a meeting or have a telephone conversation. It's vital to express your concerns calmly and respectfully. While you may feel strongly about the situation, remember that the examiner might not have intended their behaviour to be perceived negatively. Clearly articulate your issues and the impact they had.

Step 2: If Unresolved, Escalate to Written Complaint

If, after speaking with the LDTM, you are still not satisfied with the resolution or the situation persists, you should put your complaint in writing. A written complaint will be formally investigated by senior management within the DVSA. This ensures your concerns are properly documented and addressed.

Step 3: Further Escalation within the DVSA

Should you remain unhappy with the DVSA's response to your written complaint, you have further avenues:

• DVSA Customer Service Department: You can raise the matter directly with them. They are expected to respond within 10 working days. When contacting them, be sure to include your driving licence number and booking reference number (or theory test pass certificate number if the booking reference is unavailable).
• Head of Corporate Reputation: If the Customer Service Department's response is unsatisfactory, you can escalate your complaint to the Head of Corporate Reputation.
• DVSA Chief Executive's Office: As the highest internal level, you can then approach the Chief Executive's office with your complaint.

Step 4: Independent Claims Assessor (ICA)

If, after exhausting all internal DVSA channels, you are still not satisfied, you have the right to request that the DVSA refer your case to the Independent Claims Assessor (ICA). The ICA is a free service that will review whether the DVSA handled your complaint appropriately and provide an independent decision. The ICA can investigate issues such as bias, discrimination, unfair treatment, misleading advice, failure to provide information, mistakes, unreasonable delays, and inappropriate staff behaviour.

Table: Complaint Resolution Path

Common Concerns and FAQ

Q1: Can I appeal the result of my driving test if I think the examiner was wrong?

No, there is no appeal against the actual result of a driving test. The examiner's decision is final regarding whether you passed or failed. However, you can complain about the conduct or fairness of the test itself.

Q2: What if the examiner was rude to me?

Rudeness falls under customer service. You should follow the steps outlined above, starting with contacting the Local Driving Test Manager (LDTM).

Q3: Do I need to have proof of the examiner's bad behaviour?

While concrete proof can strengthen your complaint, your honest and detailed account is crucial. If an instructor was present, their testimony can also be valuable. Focus on specific incidents and behaviours rather than general feelings.

Q4: Will complaining affect my future tests?

The DVSA aims to handle complaints professionally and without prejudice to future tests. However, it's advisable to remain calm and factual in your complaint to ensure it is taken seriously and doesn't appear as a mere attempt to overturn a failed test.

Q5: What if the examiner was just having a bad day?

While everyone has off days, the DVSA expects its examiners to maintain professional conduct throughout the test. If an examiner's behaviour consistently falls below acceptable standards, it should be addressed through the complaints procedure.

In Conclusion

While the overwhelming majority of driving examiners are professional and fair, it is important to know your rights if you encounter an examiner whose conduct is questionable. By following the established procedures and clearly articulating your concerns, you can help ensure the DVSA maintains its commitment to excellent customer service. Remember, if you don't voice your concerns, nothing will change. Your feedback is valuable in helping the DVSA to continually improve its services.

Please note: The scenarios and names in the introductory story have been changed to protect identities.