About our services

The service standards you can expect from DVLA.

Services and standards

Customer satisfaction

Our research surveys are used as a continuous measure of customer service satisfaction.

What you can expect from us

We will:

  • be fair and inclusive
  • treat you with dignity and respect
  • be open and honest
  • keep your personal details confidential and handle information about you in line with data protection law (although we may need to share it with third parties but will only do so if lawful and necessary)
  • listen to your views


We provide:

  • a service in both English and Welsh in accordance with the Welsh Language Scheme
  • an email and web chat service
  • a translation service through Big Word if you do not speak English or Welsh (for driving licence and medical enquiries ring 0906 737 0012, and for vehicle registration and tax enquiries ring 0906 737 0013)
  • most information in an alternative format on request