How to contact us or make a complaint INS101

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INS101
How to contact us
or make a complaint
For more information go to www.direct.gov.uk/motoring
11/11
Who are we?
We are the Driver and Vehicle Licensing Agency
(DVLA), an executive agency of the Department for
Transport (DfT). Our head offices are in Swansea.
We also have a network of 39 local offices spread
across Great Britain.
Our standards of service
We will try to do the following:
• Send your driving licence to you within three weeks
of us receiving your application (it may take longer
if you have declared a medical condition).
• Send your Registration Certificate (V5C) to you
within two weeks of receiving your application. If
you are applying to be the new keeper using either
the form ‘Application for a vehicle registration
certificate’ (V62) or ‘Application to transfer or
retain a vehicle registration number’ (V317), we will
send your V5C to you within four weeks of
receiving your application.
• Send your vehicle tax refund within six weeks of
receiving your application.
• Answer phone calls received in our Customer
Enquiries Group within 30 seconds.
• Reply to a letter within two weeks.
If you need to know more
You can find more information on the
Directgov website.
• For information on driving licences go to
www.direct.gov.uk/driverinfo
• For information for drivers with medical conditions
go to www.direct.gov.uk/driverhealth
• For information on registering vehicles go to
www.direct.gov.uk/vehiclereg
• For information on taxing vehicles go to
www.direct.gov.uk/vehicletax
• For information on transferring and keeping
registration numbers go to
www.direct.gov.uk/numbertransfer
• To download our forms go to
www.direct.gov.uk/motoringforms
• To download our leaflets go to
www.direct.gov.uk/motoringleaflets
You can also get leaflets on ‘Driving licences’ (D100)
and ‘What you need to know about registering
and taxing your vehicle’ (V100), from Post Office®
branches.
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If you need to contact us
For enquiries about driving licences
To help us deal with your enquiry, you will need to tell us
your driver number or full name, your date of birth and
your postcode. You can contact us in the following ways.
• By writing to:
Central Casework Group - Drivers
Enquiries
DVLA
Swansea
SA6 7JL
• By phoning 0300 790 6801 between 8am and 7pm
Monday to Friday, and between 8am and 2pm on
Saturdays.
• By sending a fax to 0300 123 0784
If you are deaf or hard of hearing and have a
textphone, phone 0300 123 1278 (this number will
not respond to ordinary phones).
For enquiries about vehicles
To help us deal with your enquiry, you will need to tell us
your full name, the vehicle registration number, and the
make and model of the vehicle. You can contact us in
the following ways.
• By writing to:
Central Capture Unit
Correspondence Team - Vehicles
DVLA
Swansea
SA6 7JL
• By phoning 0300 790 6802 between 8am and 7pm
Monday to Friday, and between 8am and 2pm on
Saturdays.
• By sending a fax to 0300 123 0798
If you are deaf or hard of hearing and have a
textphone, phone 0300 123 1279 (this number will not
respond to ordinary phones).
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DVLA local offices
DVLA local offices provide specialist vehicle registration
and tax services and are open between 9am and 5pm
Monday to Friday, and between 9.30am and 5pm on
the second Wednesday of each month.
You can get the address of your nearest DVLA local office:
• on the website at www.direct.gov.uk/dvlalocal or
• by phoning 0300 123 1277 (you will be asked to
give your postcode).
How to make a complaint
We aim to always give you the best possible
service.
Please tell us:
• when we do well
• if we fail to meet your expectations, and
• how we could improve our services.
If you want to make a complaint, there are
four steps you should follow.
To help us deal with your complaint fully, you will need
to give full details of your complaint and any previous
dealings you have had with us about it, together with
the following:
• Your full name and address.
• Your date of birth or driver number (if your
complaint is about your driving licence).
• The vehicle’s registration number, make and model
(if your complaint is about a vehicle).
• Your daytime phone number (if possible).
The four steps are as follows:
Step 1
If we have contacted you and you are unhappy with the
reason why, you should get in touch as soon as possible
using the contact information we have provided. That
person should be able to help you.
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Step 2
If we haven’t been able to settle your complaint, you can
write to:
Carole Evans
Customer Services Manager
DVLA
Swansea
SA7 0EE
Email through the website www.direct.gov.uk/emaildvla
Fax: 01792 766416.
We aim to immediately confirm that we have received
your complaint. You need to provide full details of your
complaint and the response you have received so far and
Carole Evans will make sure the responsible area answers
your complaint within two weeks. Please allow 3-4 days for
postage. If it is going to take us longer than this to give you
a full reply, we will let you know.
Step 3
If you are still not satisfied, you can write to:
Simon Tse
Chief Executive
DVLA
Swansea
SA6 7JL
We aim to immediately confirm that we have received
your complaint.
You need to provide full details of your complaint and the
response you have received so far and Simon Tse
will make sure that the manager of the responsible area
answers your complaint within two weeks. Please allow
3-4 days for postage. If it is going to take us longer than
this to give you a full reply, we will let you know.
If, after writing to Simon Tse, you are not happy with
the way we have handled your complaint, you can write
back to us asking to have the matter referred to an
Independent Complaints Assessor (ICA).
Once in receipt of your request, the ICA will let you know
if they can review your case. So, it would be helpful if
you explain in your letter why your complaint should be
reviewed.
For more information about the Department for
Transport’s ICA process go to www.dvla.gov.uk/ica
Step 4
If you think that we have not done everything we could
have done to settle your complaint, you may want
to contact a Member of Parliament. They may refer
the matter to the Parliamentary and Health Service
Ombudsman (PHSO).
Please note that although we will do everything
possible to settle your complaint, there are some
decisions we have to make by law. As a result, we
may not always be able to meet your expectations.
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Your feedback
We would welcome your comments on how we can
continue to improve our services. We may contact you
for your views on how we handled your complaint.
Compensation
There may be times when mistakes cause extra
expense or financial loss. At these times you may wish
to ask us to consider paying you compensation. As
we are funded by the Government, to protect public
funds we must make sure we only pay justified claims.
We usually need to see evidence to support your extra
expense or financial loss.
The Equality Act 2010
We value all our customers and will endeavour to
provide excellent service whatever the protected
characteristics under the Equality Act 2010.
For our disabled customers, 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, email, CD or letter).
If you need a large-print version of this
leaflet or want to ask about our other
services for customers with disabilities,
please write to:
Carole Evans
Customer Services Manager
DVLA
Swansea
SA7 0EE
Data Protection Act
We will store your details on our databases. We can
release these details if we must do so by law. You
can get more information on how and when we can
release your details by visiting the website at
www.direct.gov.uk/dvladataprotection
17085
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