Complaints procedure

We always aim to give you the best possible service. Please tell us when we do well, when we fail to meet your expectations or how we could improve our services. We work within frameworks set by current legislation. As such, it may not always be possible to meet your expectations, as our decisions have to be made in line with relevant laws.

Making a first complaint to the DVLA

If you are unhappy with the service we have provided, please firstly contact the department that you have been dealing with. Their contact details will be listed on any correspondence we have sent. If telephoning our Contact Centre, please select the appropriate option concerning your enquiry.

To help us deal with your complaint, you will need to tell us:

  • your driver number (for enquiries about your driving licence)
  • your vehicle registration number, including the make and model of the vehicle (for enquiries about vehicle licensing or registration)
  • your full name and address
  • your date of birth

If you’re still unhappy

If, after taking this action, you believe your concerns have not been addressed, please contact our Customer Complaint Resolution Team (CCRT).

You can use the DVLA online email service or write to them at:

CCRT
D16 W
DVLA
Swansea
SA6 7JL

A reply will be sent to you within 2 weeks from the date we receive your correspondence (this does not include weekends, or bank holidays in England and Wales).

Our Chief Executive

If you’re still unhappy with the response from CCRT, you can contact our Chief Executive who will ensure the complaint is reviewed. You will need to tell us:

  • your driver number (for enquiries about your driving licence)
  • your vehicle registration number, including the make and model of the vehicle (for enquiries about vehicle licensing or registration)
  • your full name and address
  • your date of birth

Chief Executive’s Office
DVLA
Swansea
SA6 7JL

Email our Chief Executive. Please do not use this email service for general enquiries.

A reply will be issued to you within 2 weeks from the date we receive your correspondence (this does not include weekends, or bank holidays in England and Wales).

If you are not happy with the response after writing to our Chief Executive, you can ask us to refer your complaint to the Department for Transport’s Independent Complaints Assessor (ICA).

Find out more information about what the ICAs cover and how to complain to them.

Parliamentary and Health Service Ombudsman (PHSO)

If you think we have not done everything possible to resolve your complaint, you can also ask your Member of Parliament to contact us on your behalf, or ask them to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO will expect you to have tried to resolve your complaint at the earlier stages of our complaints procedure before they look into it.

Your feedback

We welcome your comments on how we can continue to improve our services and may contact you for your views on how we handled your complaint.

The Equality Act 2010

We value all our customers and will always try to provide excellent service without discrimination under the Equality Act 2010. Disabled customers can get in touch with us using your usual method of communication (for example, by phone, textphone, email, CD or letter).