./foiextract20101207-6709-1j4995u-0

The four-step procedure is as follows.
Your feedback
We would welcome your comments on how we can
Step 1
INS101
continue to improve our processes. We may contact
Please get in touch with the person in the section or
you for your views on how we handled your complaint.
local office you have been dealing with. They may be
able to solve your problem.
Step 2
Compensation
If you are still not happy, write to:
There may be times when mistakes cause extra
expense or financial loss. In these cases we may
Carole Evans
consider paying you compensation. As we are funded
Customer Services Manager
by the Government, to protect public funds we must
DVLA
Customer ser vice
make sure we only pay justified claims. We usually
Swansea
need to see evidence to support your extra expense or
SA7 0EE.
financial loss.
E-mail: [email address]
guide and what to
Fax: 01792 766416.
The Disability Discrimination Act
We aim to immediately confirm that we have received
do if things go wrong
your complaint, and to send a full reply within 10
(DDA 1995)
working days. If it is going to take us longer than this
We are committed to helping our disabled customers.
to give you a full reply, we will let you know.
If you need help, get in touch with us using your usual
For more information go to www.direct.gov.uk/motoring
Step 3
method of communication (for example, face-to-face
If you are still not satisfied, write to:
or by phone, fax, textphone, e-mail, CD or letter).
Noel Shanahan
If you need a large-print version of this
Chief Executive
leaflet or want to ask about our other
DVLA
Swansea
services for customers with disabilities,
SA6 7JL.
please write to:
You need to provide full details of your complaint and
Carole Evans
the response you have received so far.
Customer Services Manager
We aim to immediately confirm that we have received
your complaint, and to send a full reply within 10
DVLA
working days. If it is going to take us longer than this
Swansea
to give you a full reply, we will let you know.
SA7 0EE.
If you feel that your complaint has not been handled
properly, you can ask the Chief Executive to refer the
matter to an independent complaints assessor.
Data Protection Act
Step 4
We will store your details on our databases. We can
If you think that we have not done everything we could
release these details if we must do so by law. You
have done to settle your complaint, you may want
can get more information on how and when we can
to contact a Member of Parliament. They may refer
release your details by visiting the website at
the matter to the Parliamentary and Health Service
www.direct.gov.uk/dvladataprotection
Ombudsman (PHSO).
17085
5
6
8/08

Who are we?
•  To download our leaflets go to
If you are deaf or hard of hearing and have a
www.direct.gov.uk/motoringleaflets
textphone, phone 01792 766426. (This number will not
We are the Driver and Vehicle Licensing Agency
You can also get leaflets on ‘What you need to know
respond to ordinary phones.)
(DVLA), an executive agency of the Department for
about driving licences’ (D100) and ‘What you need to
Transport (DfT). Our head offices are in Swansea. We
know about registering and taxing your motor vehicle’
DVLA local offices
also have a network of 39 local offices spread across
DVLA local offices provide specialist registration and
Great Britain. We issue more than 7 mil ion driving
(V100), which are available from Post Office® branches.
licences and 9 mil ion registration certificates (V5C)
taxing services and are open between 9am and 5pm
each year. We also respond to more than 8 mil ion
If you need to contact us
Monday to Friday, and between 9.30am and 5pm on
enquiries from the police and 28.2 mil ion enquiries
the second Wednesday of each month.
from customers relating to driver licensing and
For enquiries about driving licences
You can get the address of your nearest DVLA local office:
registering vehicles.
To help us deal with your enquiry, you wil  need to tel  us
•  on the website at www.direct.gov.uk/dvlalocal; or
your driver number or full name, your date of birth and
•  by phoning 0870 243 0444 (you will be asked to
Our standards of service
your postcode. You can contact us in the fol owing ways.
give your postcode).
•  By writing to:
We will try to do the following.
  Driver Customer Services (DCS)
•  Send your driving licence to you within 15 working
What to do if things go wrong
days of us receiving your application. (It may take
Correspondence Team
We aim to always give you the best possible
longer if you have made a medical declaration.)
DVLA
Swansea
service.
•  Send your vehicle registration certificate (V5C)
SA6 7JL.
to you within 10 working days of receiving your
Please tell us:
application, or within 20 working days of receiving
•  By sending an e-mail to [email address]
•  when we do well;
your application if you are applying to be the new
•  By phoning 0870 240 0009 between 8am and
•  when we fail to meet our service standards; and
keeper using form V62, ‘Application for a vehicle
8.30pm Monday to Friday, and between 8am and
registration certificate’ or form V317 ‘Application to
5.30pm on Saturdays.
•  how we could improve our services.
transfer or retain a vehicle registration number’.
•  By sending a fax to 0870 240 1651.
If you want to make a complaint, there is a
•  Send your vehicle tax refund within 30 working
If you are deaf or hard of hearing and have a
four-step procedure you should follow.
days of receiving your application.
textphone, phone 01792 766366. (This number will
At each step you will need to give:
•  Answer phone calls received in our Customer
not respond to ordinary phones.)
Enquiries Group within 30 seconds.
•  your full name and address;
•  Reply to a letter within 10 working days.
For enquiries about vehicles
•  your date of birth or driver number (if your
To help us deal with your enquiry, you wil  need to tel  us
complaint is about your driving licence);
If you need to know more
your ful  name, the vehicle registration number, and the
•  your vehicle’s registration number, make and model
You can find more information on the
make and model of the vehicle. You can contact us in
(if your complaint is about a vehicle);
Directgov website.
the fol owing ways.
•  your daytime phone number (if possible); and
•  For information on driving licences go to
• By writing to:
•  full details of your complaint, including any previous
www.direct.gov.uk/driverinfo
  Vehicle Customer Services (VCS)
dealings with us about it.
•  For information on drivers with medical conditions
Correspondence Team
This information will help us to deal with your
go to www.direct.gov.uk/driverhealth
DVLA
complaint fully.
•  For information on registering vehicles go to
Swansea
Please note that although we will do everything
www.direct.gov.uk/vehiclereg
SA99 1AR.
possible to settle your complaint, there are some
•  For information on taxing vehicles go to
•  By sending an e-mail to [email address]
decisions we have to make by law. As a result, we
www.direct.gov.uk/vehicletax
•  By phoning 0870 240 0010 between 8am and
may not always be able to meet your expectations.
•  For information on transferring and keeping
8.30pm Monday to Friday, and between 8am and
registration numbers go to
5.30pm on Saturdays.
www.direct.gov.uk/numbertransfer
•  By sending a fax to 0870 850 1285
•  To download our forms go to
www.direct.gov.uk/motoringforms
2
3
4