Complaints procedure

DVLA always aims 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.

Making a complaint to DVLA

If you are unhappy with the service we have provided, please get in touch to discuss your concerns. Please use the contact details provided on any correspondence we have sent you.

Alternatively, contact us by email, telephone, or letter. If telephoning, please select the appropriate option concerning your enquiry.

Driving licences enquiries

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

  • your driver number or full name
  • your date of birth
  • your postcode

Vehicle enquiries

To help us deal with your enquiry, you will need to tell us your full name, the vehicle registration number, and the make and model of the vehicle.

If you are still unhappy

If you believe your concerns have not been addressed by the customer service team, please contact the customer complaint resolution team (CCRT) using the DVLA online email service.

Alternatively, you can write to:

CCRT
D16W
DVLA
Swansea
SA6 7JL

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

Contacting our Chief Executive

If you’re still unhappy with our response, you can email our Chief Executive. So that your complaint can be investigated please include the following:

  • your full name
  • your date of birth
  • your address
  • your vehicle registration number if your complaint relates to a vehicle

Alternatively you can write to:

Chief Executive
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).

After that, if you are still not happy with our response, you can ask our Chief Executive to refer your complaint to the Department for Transport’s Independent Complaints Assessor (ICA). The ICA will decide if they can review your complaint and contact you with their decision. If the ICA conducts a review, they will send you and the DVLA a report with their findings.

You can also ask your Westminster MP to contact DVLA on your behalf or ask them to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO).

Your feedback

We would welcome your comments on how we can continue to improve our services. We 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, face-to-face or by phone, textphone, email, CD or letter).

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