Information from complaints will be used to identify trends or concerns and to highlight particular problems, in both cases so that they can be addressed before they have a chance to escalate further. Our overall purpose is to contribute to the continuous improvement of the delivery of our services.
We are able to change our policies or procedures to respond to problems that arise, although sometimes it may be appropriate or necessary to carry out public consultation before doing so.
In legal terms, whilst we may wish or need to adopt a particular interpretation of the law voluntarily or in response to a court ruling (whether the case involves us or is of general application), we cannot change legislation without the involvement and agreement of the Department for Transport and, depending on the nature of the issue, other government departments.