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Original poster

DVLA - is anyone there????

26 replies

Celoo · 08/03/2022 09:12

I have been trying to sort something out with the DVLA for MONTHS on behalf of my boss and I'm getting absolutely nowhere.
I need to speak to an actual person but it's impossible to get through on the phone lines, I've emailed nearly 3 weeks ago and got no reply despite being assured I would get one within 5 days, I've tried the online chat and if I'm lucky enough for it to eventually connect to someone, they say they can't tell me anything - even basic info such as confirm if the address has been updated - but they are never able to connect me to the chat team that can.
They use Covid as an excuse for everything, which I'm sure was true at one point but there are plenty of other huge companies that seem to be able to cope so I'm giving them a big fat zero for effort.
Just needed to vent because I'm at a complete dead end and have a boss who is going to start driving soon, illegally, because I can't get through to DVLA to sort things out.

OP posts:
Pasithea · 08/03/2022 09:13

My licence went for renewal in November not heard anything.

GiveMyHeadPeaceffs · 08/03/2022 09:18

The short answer is to complain officially. I'd email it in and make it really obvious it's a complaint. I know that my government dept has a 24 hour turnaround to acknowledge a complaint and a 14 day target to address a tier 1 complaint. They will probably need your boss to do it if it's an issue he has, under DPA they can't share information with you about him unless you're his appointee or he gives explicit consent during a call.

Original poster
Celoo · 08/03/2022 09:33

Thank you, that's interesting to know. I'll look at making an official complaint today.
With the online chat/email I have acted as him but have tried to call when either he is with me to give approval to speak or when my DH is with me so he can pretend to be him.

OP posts:

Interested in this thread?

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Driving & parking
GiveMyHeadPeaceffs · 08/03/2022 09:42

@Celoo I'm assuming you're a PA to your boss and have access to all his information? If you have access to his email then I'd use that for communication but I'm not sure I'd let DH pretend to be him, I think that might be sailing a bit close to the wind Confused

NiLunNiLautre · 08/03/2022 09:43

DVLA are useless.
I remember going through their phone options once to talk to someone. The problem wasn't easy to categorise, so when I selected the "other" option after going through 4 or 5 options already, the message said "sorry, we can't help you" and cut me off! Bastards. Had to invent a problem to be able to speak to a person.

Some years ago they sent me my new license application form entirely in Welsh - wasn't in Wales, didn't request it in Welsh and didn't speak a word of Welsh.

They also lost DHs birth certificate. No apology. It was then sent to us three years later out of the blue, with no accompanying letter or explanation, just the BC in an envelope.

Useless feckers.

MistySkiesAfterRain · 08/03/2022 09:46

I had to ask my MP to contact them. I wrote to them last April and it was passed to the medical assessment team in August. Now March and no license. Meanwhile car prices have gone up. My MP has contacted them on my behalf and the DVLA have about 10 days left to respond.

Original poster
Celoo · 08/03/2022 10:41

[quote GiveMyHeadPeaceffs]@Celoo I'm assuming you're a PA to your boss and have access to all his information? If you have access to his email then I'd use that for communication but I'm not sure I'd let DH pretend to be him, I think that might be sailing a bit close to the wind Confused[/quote]
I'm basically more involved in his personal business than his wife is. All of this is with his full knowledge/consent (he simply wouldn't do it himself). I've had to resort to getting DH to act as him simply to say "yes you can discuss with her" because boss is often out of office and DVLA tends to be less busy out of office hours. I know it's not legal but I'm out of options.

So many people have had major issues with DVLA in the past year or so. I'd love to see what is actually going on in that place.

OP posts:
IamMaz · 08/03/2022 10:45

Weren't they taking industrial action some time ago, which led to a huge backlog?

Original poster
Celoo · 08/03/2022 11:12

@IamMaz

Weren't they taking industrial action some time ago, which led to a huge backlog?
I think I did see something about unions when I was searching a few weeks back as to what the f is going on there. I think that article was a few months old. Who knows how much of a backlog they still have to clear.
OP posts:
ukborn · 08/03/2022 12:33

I had a medical assessment which the doctor completed incorrectly (which itself took months to sort out, the NHS not being known for it's efficiency either). Anyway he wrote to them in November. It's now March and I've heard nothing. I need to renew my insurance etc next month and I'm not sure what my status is. All this complicated by the fact mail here is pathetic - I get a delivery about once a week, mail has gone missing, medicine has been misdelivered.
Covid is not an excuse.

MistySkiesAfterRain · 14/03/2022 00:20

Mine came about 15 days after my MP contacted them. Miraculous.

StarCat2020 · 14/03/2022 02:51

www.bbc.co.uk/news/uk-wales-59903252

Redglitter · 14/03/2022 02:59

My Mum applied for her new licence (she's over 70 so it needs renewed every 3 years) in September - it arrived last week.

Level of service is shocking

Sorrento2014 · 17/03/2022 17:50

I've been trying for months and months since last July to help my Nan who needs to renew and needed review of medical info. That was all approved and then they needed an up to date photo, so she was asked to send photo with enclosed form, guess what, no form enclosed 😡 They won't speak to me or respond to email 'due to Security' so she has been on the phone for hours trying to get through. It's been over 2 weeks now since she spoke to them and still no bloody form!!

Pippapotomus · 17/03/2022 18:07

I second a formal complaint as the only way to solve any issues. I sold a car years ago, the new owner scrapped it a year later. I then received a fine for no tax and mot, sent off new owner slip and acknowledgement that it had a new owner, then more threatening letters arrived. Took months to sort out.

littlemissminor · 17/03/2022 18:11

I sent my licence off for a name changed in January 2021 and got it back in November - absolute shambles of an organisation

Sorrento2014 · 02/05/2022 11:15

Sorrento2014 · 17/03/2022 17:50

I've been trying for months and months since last July to help my Nan who needs to renew and needed review of medical info. That was all approved and then they needed an up to date photo, so she was asked to send photo with enclosed form, guess what, no form enclosed 😡 They won't speak to me or respond to email 'due to Security' so she has been on the phone for hours trying to get through. It's been over 2 weeks now since she spoke to them and still no bloody form!!

Me again, still waiting 😞😡 They finally sent the wrong form so we spent another several hours on the phone trying to request the correct form. They advised there was a different form at the Post Office that would suffice, so did that and still waiting. Going to try the Complaints route, just can't believe they are so unfit for purpose. Anyone else made any progress?

Mandatorymongoose · 02/05/2022 11:32

I've posted about this before but not on this thread! It took over a year for them to complete my medical renewal, form went in in March, they didn't write to my GP until November then "lost" the GPs reply. I ended up getting my MP to contact them which eventually worked (still took another 8 weeks but I think I would still be waiting otherwise).

It's an absolute shambles.

Sorrento2014 · 02/05/2022 11:52

I wish the media would pick up on it more and make a fuss, along the lines of Passport Office fiasco-I think they were hauled into Downing St in the last week or so to be held to account?
Nightmare, especially for older people who don't do online etc

Littlefish · 02/05/2022 20:09

I involved my MP and got a phone call from an actual person within a week (after having made 107 un-answered phone calls).

The actual person sorted everything out within a week!

VeniVidiWeeWee · 02/05/2022 21:29

Aren't unions wonderful.

JellyBabiesSaveLives · 02/05/2022 21:34

Something to listen to while you’re on call waiting
shows.acast.com/storiesofourtimes/episodes/times-investigaioninside-the-crisis-at-the-dvla

Florenz · 03/05/2022 00:14

They are utterly useless. A waste of space. The public sector at it's worst. How they behaved during lockdown is an utter disgrace.

funtimesahead100 · 03/05/2022 05:23

Google calling DVLA from abroad as sometimes you get a different number that bypasses some of the automaton. I do this to contact my bank, you normally get through to a human a lot quicker

Sorrento2014 · 11/05/2022 08:57

So I complained online and got a very general response basically saying 'we probably won't respond any further to your complaint.' I kept checking the online status of licence (you can do this with National Insurance number, License number and postcode) and it's finally showing as renewed!!!! But I expect it'll take a while to get posted out? But at least Nan has something saying she has a full License, I can hardly believe it after all this time! Good luck to anyone else waiting, definitely keep contacting and complaining.