If things go wrong
We appreciate that mistakes can be annoying but unfortunately they sometimes happen. The following information sets out our complaints procedures for your guidance. Please note that the DVLA has to work within a legislative framework and decisions made have to be consistent with the law. Because of this we may not always be able to meet your expectations.
Step 1
If you are not satisfied with the service from DVLA, please get in touch with the person, section or local office in the Agency with whom you have been dealing. They will be keen to put the matter right if they can and to learn from any mistakes they may have made. All our letters give the name and telephone number of the sender and usually a reference number. All driving licences and vehicle registration certificates issued include advice on what to do if any of the details shown on them are incorrect.
Step 2
If you are still dissatisfied after taking this action we suggest that you contact one of the following:
(i) If your complaint involves a service provided by DVLA, Swansea, please write to:
Ian Broom
Customer Services Manager
DVLA
Swansea
SA7 0EE
Please make sure you use the correct postcode otherwise there could be a delay in replying to you.
Fax on 01792 766416
e-mail: csm.dvla@gtnet.gov.uk
Please give your:
full name and address
date of birth (driving licence enquiries only)
registration mark (vehicle enquiries only)
daytime telephone number (if possible)
full details of your complaint including any previous DVLA references. This will enable us to deal with your concerns fully.
Mr Broom will ensure that your complaint is passed, for investigation, to a senior manager responsible for the area concerned.
Please note, if the above e-mail address is used for general enquiries there will be a delay in you receiving an answer. For enquiries of a general nature, please use either the Driver Enquiries or Vehicle Enquiries e-mail address.
(ii) If your complaint involves a service provided by one of our DVLA local offices (LOs), and you are not satisfied with the response given at Step 1, ask to speak to the Office Manager. If you are still not satisfied please ask the Office Manager or another member of staff for the name and address of their Regional Operations Manager (ROM). These details are also displayed at each local office.
(iii) If you experience any difficulty with the service provided by Post Office Ltd please contact Post Office Ltd national helpline on 08457 223344. The line is open between 8.15am and 6pm weekdays and 8.30am and 7.15pm on Saturday. All helpline calls are charged at local rates.
Step 3
Should you feel the response you have received from either (i), (ii) or (iii) above is unsatisfactory, you should write, with details, to:
Clive Bennett
Chief Executive
DVLA
Swansea
SA6 7JL
Please make sure you use the correct postcode otherwise there could be a delay in replying to you.
If you feel that your complaint has not been handled properly, you can ask us to refer the matter to an independent complaints assessor.
Step 4
If you consider that DVLA has not done all that it can to resolve your complaint you may wish to seek the advice of any Member of Parliament who may refer it to the Parliamentary and Health Service Ombudsman (PHSO).
Our standards of service
You are entitled to expect an immediate acknowledgement of your complaint and a full reply will be sent within 10 working days of its receipt at the Agency. If it is going to take longer than this we will let you know. We aim to provide the best possible service at all times.
If I were you I would write to the customer service manager he has to reply within 10 days otherwise they get a big fine.
