Useless @#♣☼♀♪☻ DVLA

[cripp]

1 year I've now been waiting to get my licence back. :argh:

Here's the story. 14 years ago I broke my neck, 2 years later I went for a driving assessment which resulted in my licence being restricted to auto with various adaptions on the licence, steering aid, dual indicator switches etc.

3 years ago I bought a Jeep to restore. Silly perhaps as I couldn't drive it, but it was an oportunity to own something I wanted and at a price I could afford. I found driving it off road easy, so got plenty of practice in.

Last June I phoned the assessment centre to ask about being re-assessed. They said to check I had provisional entitlement for a manual, which I presumed I had with an auto licence. It turns out as it's a medical thing they remove the provisional entitlement. So I explained what I wanted and the person at DVLA told me to send in my licence with a letter and a new application explaining what I wanted and they'd see to it.

Great I thought, I'll get my licence and book an assessment, and see what happens.

After about a month I get a medical form to fill in which had nothing on it relevent to me, :roll: and a consent form for them to contact my doctors and consultants. I phoned about every 4 weeks and got the same response of "it's with our doctors, it shouldn't be much longer".

End of November I get another Form to fill in. The question, Do I think I can safely control a car. :? So that gets sent back with the yes box ticked obviously. All this time it's been with their doctors who don't know me and they haven't contacted my doctors to find any info out.

More phone calls with the same response and then at the end of January I get a letter saying they are sending me for an assessment. Just what I'd asked for back in June. So I book the assessment for the end of March.

The assessment can take 6 hours but I got away with 3. It starts with a load of mental tests picking out letters, shapes colours and so on. Next is a strength and mobility assessment before getting to the simulator for reaction and awareness tests. I passed all the mental jobbies 100%, beating the average score of driving instructors (80%). The reaction and awareness tests were also easily passed.

After all that I get to have a driving test. The only manual car they had was full of hand controls and such stuff which get in the way a bit but the examiner was more than happy, even making a couple of phone calls while we were out. At the end of it all he tells me he'll be writing up a report saying he can see no reason why my licence can't be re-instated. This usually takes about a month he says. I leave there happy as a pig in poo. :dancinggirls:

After a month I ring the DVLA and guess what, "it's with our doctors, it shouldn't be much longer".

It's now been 3 months since what I thought was the final part of the procedure but each time I ring I get the same stupid answer :banghead:

I sent an email last week because last time I phoned and got the standard answer I asked if I could speak to someone else about it and was told no, you'll just have to wait. Predictably I've had no response from the email.

It's really annoying as there are plenty of shows I'd like to book up for but can't as I don't have my licence.

Sorry to go on, just had to get it of my chest.

[LeeEnfield]

Hi Paul,

Firstly, congratulations on getting to where you are now, after your accident.

I guess the DVLC are a law on to themselves,................sometimes very good speedy service, other times,........... :whistle:

 

I'd be tempted to book shows,............on the off chance of situation being resolved,............you can always send a covering letter with entry form, explaining any possible no-show. (reason for saying the above, its better to be positive and look forward,........all too easy to be otherwise, I've found)

 

Which shows are you thinking of doing ??

 

Any piccies of restoration ??

 

Anyways, All the best.

 

Andy

[ChrisPWRR]

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.

[Rick W]

I take it you work for DVLA? :whistle:

[cripp]

Andy, thanks for the comments. I've already missed some shows I was hoping to do. I'm booked in for W&P but other than that and Chatham dockyard shows I'm reluctant to book anything further afield.

Some pictures here.

When I Bought it, Strip down, almost done. I should really get all my pictures in order and uploaded.

 

Chris M. Thanks for all that info. I've sent an e-mail to customer services and will wait to see if I get an answer. All I'm looking for is some sort of decent response.

 

[LeeEnfield]

Made a nice job,....it looks, Paul.

 

All the best, mate.

 

 

Andy

[ChrisPWRR]

Nope just used to work for a big company in the complaints dept dealing with letters from mps etc...

 

Hope it helps you get it sorted!

[cripp]

:thankyou: Chris M :thankyou:

 

I sent an e-mail on Saturday and got a reply saying the complaint had been forwarded to the relevant department on Monday and I would get a response within 10 days. On Wednesday a letter was on the door mat from DVLA saying how busy they are and It takes time for them to make the relevant medical enquiries ( they never contacted my doctors!), but a licence has been issued today without restrictions and I should receive it within the next few days. :banana:

Also on the mat, another envelope with my licence in it. That's some pretty quick processing. :roll: I wonder how long my licence has been sitting on a desk under a pile of others. Perhaps I'm just a bit cynical. Either way I'm a happy bunny. Got all my licences re instated HGV1, or whatever they call it now, included. Next time my employer gives me grief I can tell him to poke it and go back driving.

Thanks again to Chris M. edit to avoid confusion

[Its me]

Well done Chris that is great news i'm really pleased for you.

Kyle

[ChrisPWRR]

Glad I could help!

[cripp]

Thanks Kyle. I guess you meant me

[Its me]

Yes sorry PAUL dont know where chris came from i mean it couldnt be any more obvious as you have your nmae at the bottom but any way well done are you going to exhibit at any shows now.

Kyle

[cripp]

Definately W&P, and can now look at others.

[ChrisPWRR]

I look forward to seeing you at W & P I'll be next to the flying pig at the weekend