DVLA slammed over update for drivers which 'doesn't go far enough'

James Rodger
·2-min read
A leading motoring organisation has called on the DVLA to do more to help motorists access their documents following a landmark review of its services.
-Credit: (Image: Reach Publishing Services Limited)


The DVLA has been slammed for an update aimed at helping motorists with critics saying it "doesn't go far enough". A leading motoring organisation has called on the DVLA to do more to help motorists access their documents following a landmark review of its services.

A recent review set out 19 recommendations to help strengthen the DVLA's ability to deliver high-quality services to Britain's motorists. The DVLA noted that the customers were overall very satisfied with the standard online transactional services that the DVLA provides to motorists including the "Driver and vehicles account".

But the review found "far lower levels of satisfaction" from customers with more complex requirements. The British Vehicle Rental and Leasing Agency (BVRLA) said the DVLA needed to go further to ensure customers were able to use the services effectively.

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One recommendation states that "consideration should be given to creating a 'customer forum,' chaired by a non-executive director (NED), that reports directly to the Board". The BVRLA stated: "While the BVRLA welcomed the review and is pleased to [see] it published, the association feels it doesn’t go far enough in recognising the lack of progress being made in modernising DVLA services for fleet customers.

"The BVRLA will be discussing this review and the fleet sector’s requirements for DVLA services with the DVLA’s new leadership team once the new CEO and Chair are in place." Lillian Greenwood, Future of Roads Minister, and Labour Party MP for Nottingham South added: "From holding more than 50 million driver records and issuing driving licences to helping the police deal with crime, DVLA plays a crucial role in ensuring our roads are among the safest in the world."

"This review is critical to understanding how the agency can continue to go from strength to strength to meet the ever-changing needs and challenges of the future," she added.

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