Last Updated: 15/11/2011

Customer Complaint Statistics

DVLA Customer complaint statistics"
Nature of complaint	2008-9	2009-10	2010-11
ALLEGED WRONG INFORMATION, ACTION TAKEN BY DVLA	231	149	170
CHERISH TRANSFER	167	143	152
COMPLAINT REGARDING V11	24	49	9
COMPLAINT REGARDING 25 YEAR EXEMPTION	0	1	0
CONTINUOUS LICENSING	1040	779	611
CORRESPONDENCE RESPONSE	7	6	3
DENIAL OF OWNERSHIP /BEING CONTACTED	60	48	31
DISPUTE REGARDING NUMBER OF KEEPERS	0	0	0
DIVERSITY / ACCESSIBILITY	2	4	2
DRIVING LICENCE ON-LINE	27	15	14
DOCUMENTS LOST / DAMAGED BY DVLA	145	92	60
DRIVER MEDICAL COMPLAINT	440	463	471
DRIVING LICENCE COMPLAINT	478	495	339
DVLA COMPUTER RECORDS	1	2	1
DVLA FORMS	13	8	7
DVLA POSTAL PROCEDURES	4	2	4
DVLA TELEPHONE SERVICE	40	52	65
DVLA PERSONALISED REGISTRATIONS	32	20	21
ERRORS ON DRIVING LICENCE	133	127	98
ERRORS ON V5C	114	53	67
ELECTRONIC VEHICLE LICENSING	276	186	166
EXPORT COMPLAINT	13	12	2
FEE PAYING / NON FEE PAYING COMPLAINT	31	22	11
INCORRECT VEHICLE RECORD	93	90	70
INFORMING LETTER	1	1	0
LOCAL OFFICE SPECIFIC	17	11	22
LOCAL OFFICE ENFORCEMENT	475	318	175
MULTIPLE COMPLAINTS	19	11	13
NO REPLY FROM DVLA	43	34	11
NON RECEIPT OF REFUND	75	113	90
NON RECEIPT OF TAX DISC	8	3	6
NON RECEIPT OF V5C	198	143	119
NON RECEIPT OF DRIVING LICENCE	116	124	89
OBJECTING TO PAYING FOR DUPLICATE TAX DISC	6	0	2
PROCESSING PROCEDURES	60	32	49
PROCESSING TIME	15	4	8
REFUND COMPLAINT	109	220	171
REGISTRATION MARK ALLOCATION	20	16	13
RELEASE OF INFORMATION	52	23	24
RETENTION	67	61	41
RINGED VEHICLES	6	13	9
STAFF ATTITUDE	71	114	101
TEN YEAR RENEWAL	3	46	20
TRADE LICENSING / TRADE PLATES	2	3	4
TWO V5C's RECEIVED	5	0	1
UNLICENSED USE	0	120	43
V5C APPLIED FOR WITHOUT KEEPERS KNOWLEDGE	2	2	0
V5C RECEIVED AT WRONG ADDRESS	1	0	1
VEHICLE AND DRIVER COMPLAINT (COMBINED)	15	11	5
VEHICLE LICENSING	65	63	47
VEHICLE REGISTRATION	94	78	113
VEHICLE OWNERSHIP DISPUTE	13	17	15
WHEELCLAMPING	0	0	128
TOTAL	4,929	4,399	3,594