Restructure the DVLA appeals and complaints procedure
Restructure the appeals and complaints procedure so that it is possible where necessary to talk to an advisor who has access to relevant facts, who is able to answer pertinent questions and is, above all, accountable for advice given.
At the moment, where the only communication option is by mail in many cases it seems to be DVLA procedure to ignore or just not acknowledge salient facts. A general air of unaccountability for incompetent behaviour seems to pervade the DVLA.
As a government agency the DVLA should be accountable and able to demonstrate why decisions have been taken in individual cases without tax payers having to resort to contacting MPs or overcoming similar, unnecessary hurdles.
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