The Department for Transport should oblige the DVLA to meet improved levels of customer service, including legally enforceable minimum standards.

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Petition Action

The Department for Transport should oblige the DVLA to meet improved levels of customer service, including legally enforceable minimum standards.

Additional Information

The Department for Transport should oblige the DVLA to meet improved levels of customer service, including legally enforceable minimum standards.


(A) The DVLA should be required to provide advice to users by phone, by post, or electronically promptly, politely, and free of charge about any issues of difficulty concerning driver and vehicle licensing.


(B) Users should be able to make complaints about errors, delays and maladministration by the DVLA, using a well-publicised and readily accessible complaints route.


(C) The DVLA should be set maximum time limits for carrying out administrative processes, including issuing V5C documents, and should have to apologise to users and refund fees if the time limits are exceeded.


(D) Where a financial penalty has been imposed on a user as a result of delays or errors of DVLA, the penalty should be cancelled, and any disputes about penalties should be determined by a judicial authority wholly independent of DVLA."

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