Complaints

Although the DVLA always intends to provide the best possible service to all its clients, there are naturally times when things don’t meet expectations. The DVLA actively encourages its users to give feedback – in times where the agency did well, didn’t reach acceptable standards or how it could improve any of its services. If you wish to make a complaint, you should speak to the DVLA contact centre on 0843 507 7923.

You should remember though, that the DVLA has to work within certain frameworks which are set by current legislation. This means that it may not be possible to meet all of your expectations, as all DVLA decisions have to be made in line with the relevant laws.

Making a complaint complaint

You should make a complaint to the DVLA when you are dissatisfied with the service provided. Your first port of call should be to contact the specific department you have been dealing with – their contact details will be listed on any correspondence you have received from the agency. If you make the call to the main Contact Centre, you should select the appropriate option that your enquiry concerns. You can dial the DVLA Contact Centre on 0843 507 7923.

You should have the following information to hand when making your complaint, so that it can be dealt with in the most effective manner:

  • Your driver number (when making an enquiry about your licence)
  • Your vehicle’s registration number, and the make and model of the vehicle (for enquiries regarding vehicle licencing or registration)
  • Your full name and address
  • Your date of birth

I don’t think my complaint was handled correctly – what should I do?

If, after making your complaint, you believe the problem has not been properly addressed, you should contact the DVLA’s Customer Complaint Resolution Team (CCRT).

You should contact the CCRT either by using the DVLA online email service, or by writing to them at the following address:

CCRT
D16 W
DVLA
Swansea
SA6 7JL

You should receive a response within two weeks from the date the CCRT receives your correspondence (excluding weekends and bank holidays).

I’m still unhappy… What next?

If you are unhappy with the response from the CCRT, you should contact the chief executive of the DVLA who will make sure that the complaint is reviewed. You will need to send the following details to the address listed below:

  • Your driver number (when making an enquiry about your licence)
  • Your vehicle’s registration number, and the make and model of the vehicle (for enquiries regarding vehicle licencing or registration)
  • Your full name and address
  • Your date of birth

Chief Executive’s Office
DVLA
Swansea
SA6 7JL

Alternatively, you can email the chief executive using the following address: chief.executive@dvla.gsi.gov.uk

A reply will be sent to you within two weeks from the date we receive your correspondence (excluding weekends and bank holidays).

If you are not happy with the response after writing to the chief executive, you can request for your complaint to be referred to the Department for Transport’s Independent Complaints Assessor (ICA).

Other routes ombudsman

If you are still unhappy that the DVLA have not resolved your complaint, you can take a different route and ask your local MP to contact the agency on your behalf. You could also ask the MP to refer your complaint to the Parliamentary and Health Service Ombudsmen (PHSO). You should have tried to resolve your complaint using the earlier stages of the complaints process before the PHSO will look into it.

For more information about the DVLA complaints procedure, dial the DVLA Contact Centre now on 0843 507 7923.