Problems with DVLA? Use their Complaints Procedure

[Lizbiebrowne]

After up-plating my campervan (with the excellent help of Van Weight Engineering), I received an amended V5C with incorrect entries in Section J "Vehicle category" (Empty, should have been M1) and Section E1 "Max permissible mass" (recorded as 6500 kg, should have been 4500 kg).

I sent an email to DVLA pointing out these errors and requesting an amended V5C in October 2021. Other than an automated email acknowledging my email, nothing was heard for 5 months. Not an unusual experience when dealing with the DVLA, as evidenced extensively on this forum.

So on 14 March this year I submitted a complaint using the DVLA's online Complaints Procedure: https://www.gov.uk/government/organ...e-licensing-agency/about/complaints-procedure.

After two weeks I received this letter by email and a few days later a corrected V5C. If you've been having problems with the DVLA it's worth giving this Complaints Procedure a shot.

 

[Pausim]

I too found the DVLA online complaints system very good, Very quickly got the V5C sorted out.

 

[nicholsong]

It is starting to sound as though one has to put the Complaint letter in with the original application!

I know it is not funny, but where is the farcical emojo?

As an ex-Complaints Officer I often use just the threat of a complaint at senior management level as a means of resolving something, because I know how much disruption a complaint can have and the consequences of the complaint ratio has on the department concerned and therefore obviously on its manager.

 

[Lizbiebrowne]

Yes, it seems as though the DVLA have targets to meet in respect of their Complaints Procedure but not for their day to day operations.

 

[activecampers]

Funny guys lol

Following complaints procedure did nothing for me and did not address the questions raised, just simply same rejections.

5x rejections in total

Asking my MP to intervene and get DVLA to investigate and give reasons for rejection resulted the same team deciding it was now all OK and the changes were successful and a written apology for having to go to MP. I guess that was easier than having to provide illogical reasons for rejecting the original 5x.

What a waste of tax payers money.