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.
If you are not satisfied with our service, please get in touch with the person, section or local office you have been dealing with. They will be keen to put the matter right (if they can) and to learn from any mistakes they may have made. All the letters you receive from us give the name and phone number of the person who sent them, and usually a reference number. All driving licences and vehicle registration certificates give advice on what to do if any of the details shown on them are incorrect.
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:
Carole Evans
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:
Mrs Evans 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.
Should you feel the response you have received from either (i), (ii) or (iii) above is unsatisfactory, you should write, with details, to:
Noel Shanahan
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.
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).
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.
We welcome feedback from our customers that enables us to focus on where we need to improve. We promise to listen to your concerns and to treat them seriously. It is important to us that we learn from our mistakes so that we can try and prevent the same thing happening to others.
We accept that there will be occasions when mistakes will cause additional expense or financial loss. In these cases the question of compensation may be considered. The Agency is dealing with public funds and it must ensure that it meets only claims made in good faith which can be fully justified. Documentary evidence to support any additional expenditure or financial loss will usually be necessary.
We are committed to helping our disabled customers to make a complaint. If you need help, get in touch with us using your usual method of communication (for example, face-to-face or by phone, fax, textphone, e-mail, CD or letter).
To download a PDF version of 'If things go wrong' please use the link below.
Download the Customer Service Guide (INS101)
