About our services

We maintain registers of drivers in Great Britain and vehicles in Great Britain and Northern Ireland which helps us improve road safety, reduce vehicle related crime, support environmental initiatives and limit vehicle tax evasion.

Our vision

Simpler, Better, Safer

Our goal is to get the right drivers and vehicles taxed and on the road, as simply, safely and efficiently for the public as possible. Full details of what we do and our strategic plan for 2014/15 to 2016/17 can be found at DVLA 3 year strategic plan.

Services and standards

Our service standard processing times start when we receive your application and end when we send out your documents and our decisions.

Customer group Service Processing time
Driving licences To deliver 98% of first driving licences Within 8 working days
Driving licences To deliver 98% of vocational driving licences Within 6 working days
Driving licences To deliver 98% of ordinary driving licences for a car or motorcycle Within 10 working days
Digital tachographs To deliver 98% of digital Tachograph renewals Within 8 working days
Medical investigations To conclude 90% of cases and deliver a licensing decision Within 90 working days
Vehicle registration certificate (V5C) To deliver 95% of registration certificates excluding cherished transfers Within 14 working days
Vehicle registration certificate (V5C) To deliver 95% of changes to/on a registration certificate Within 14 working days
Vehicle registration certificate (V5C) To deliver 95% of registration certificates from an application (V62) (notifying changes to the registration certificate) Within 30 working days
Cherished transfers To deliver 95% of cherished transfers Within 7 working days

Customer service

We will:

  • answer 95% of all calls queued to an advisor in 5 minutes
  • deliver 85% of a recognised quality of service standard in the contact centre
  • respond to 75% of emails within 1 working day and 100% of emails within 3 working days
  • provide a full response to complaints within 10 working days - if we cannot we will explain why

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 the Data Protection Act 1998 (although we may need to share it with third parties but will only do so if lawful and necessary)
  • listen to your views

Accessibility

  • We provide a service in both English and Welsh in accordance with the Welsh Language Scheme
  • If you’re deaf or hard of hearing we have a textphone service - please ring 01792 766366
  • Most of our information can be provided in alternative formats upon request