We define a complaint as:
We encourage you to use our internal complaints system so that we may rectify the issue. You may make a complaint using any of the following options:
|Channel to Make a Complaint||Contact Details|
|1. In Person at a DVDL Office||- 990 Crewe Road, George Town|
- 9 Reverend Blackman Road, West Bay
- 2035 Bodden Town Road
|2. Telephone||(345) 945-8344 OPT #1 (Customer Support)|
|4. Mail||Attn: Deputy Director|
Department of Vehicle & Driver’s Licensing
P.O. Box 1165 KY1-1102
In order for us to investigate and address the issue as efficiently as possible, we request that you provide the following information at the time of making the complaint:
In the first instance, your complaint will be handled by the employee that receives the complaint, who will either resolve the issue themselves or escalate it to management in cases where:
You can expect to receive a written response within 24 hours of our receiving your complaint. This could be our final response to your complaint or a progress report of how we are investigating your concerns. Where we have provided you with a progress report, we will continue to provide you with further reports, until your complaint has been dealt with.
We will own our mistakes and take the necessary remedial action with a view to satisfactorily resolving your complaint as well as preventing future reoccurrence.
Following your complaint, if you are not satisfied with the response you received or how your complaint was addressed, you may contact the Office of the Ombudsman for the Cayman Islands via email: firstname.lastname@example.org or call (345)946-6283.