Nightmare with DVLA

[maison]

We decided to uprate the MGW of our motorhome from 3200kgs to 3500kgs. This was purely a paper exercise as the chassis was already designed for that weight. I have no idea why it was registered by Swift at 3200kgs.

I sent off the relevant documents

Covering letter
Relevant page of original V5 Document
Certificate from SVtech confirming the uprate was satisfactory.

all sent by recorded delivery.

The Documents were received by the DVLA on 19th February.

After three weeks we received a plain, unmarked envelope, with a hand written address which contained the Certificate from SVtech with no compliments slip or any additional explanation.

I went onto the DVLA Website and filled in their enquiry form receiving a reply the following day asking me to repeat the Reg No of the vehicle as “the Documents supplied did not match their records”. The “documents supplied” were their own issued V5 as shown above.

After a further few days I checked again and they confirmed that they had everything they needed and, as the usual timescale for application was four weeks contact them again if we did not receive it.

We didn’t so I made a further enquiry two days after the four weeks was up and was informed that my application “had gone for keying” on the 11th March.

Today I contacted them again, by their Website enquiries, only to be told that “the details given do not match our records”. I resupplied all the details, my name and address, the vehicle reg number and their “Case reference number”. The only response I can get is that the application is ongoing.

We need the V5 for our trip to Spain in just over a week but can’t seem to get any further even having made a phone call today to follow up.

Sorry for the rant but at least I feel a little better now.

 

[jumar]

So much fuss for simple exercise, I hope you can get it sorted as you are correct in saying you need it to visit Spain.

 

[swemmy666]

We decided to uprate the MGW of our motorhome from 3200kgs to 3500kgs. This was purely a paper exercise as the chassis was already designed for that weight. I have no idea why it was registered by Swift at 3200kgs.

I sent off the relevant documents

Covering letter
Relevant page of original V5 Document
Certificate from SVtech confirming the uprate was satisfactory.

all sent by recorded delivery.

The Documents were received by the DVLA on 19th February.

After three weeks we received a plain, unmarked envelope, with a hand written address which contained the Certificate from SVtech with no compliments slip or any additional explanation.

I went onto the DVLA Website and filled in their enquiry form receiving a reply the following day asking me to repeat the Reg No of the vehicle as “the Documents supplied did not match their records”. The “documents supplied” were their own issued V5 as shown above.

After a further few days I checked again and they confirmed that they had everything they needed and, as the usual timescale for application was four weeks contact them again if we did not receive it.

We didn’t so I made a further enquiry two days after the four weeks was up and was informed that my application “had gone for keying” on the 11th March.

Today I contacted them again, by their Website enquiries, only to be told that “the details given do not match our records”. I resupplied all the details, my name and address, the vehicle reg number and their “Case reference number”. The only response I can get is that the application is ongoing.

We need the V5 for our trip to Spain in just over a week but can’t seem to get any further even having made a phone call today to follow up.

Sorry for the rant but at least I feel a little better now.

Given you live in South Wales, I think someone mentioned in an earlier thread you can just "pop in" to the DVLA, might be an idea ?

 

[Al n Val]

You can also asked them for a temporary V5 which I had to do, this came 2 days before we set off to the tunnel

The proper V5 doc came the day after

 

[maison]

Given you live in South Wales, I think someone mentioned in an earlier thread you can just "pop in" to the DVLA, might be an idea ?

Unfortunately it appears that a lot of the work is carried out WFH hence the hand addressed plain envelope, so calling in to the office wouldn’t help.

Since I phoned them today I have had an e-Mail response from the person I spoke to saying that they have contacted the department dealing with it and asked them “to expedite its issue ASAP” so I hope that will bring some result.

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[maison]

You can also asked them for a temporary V5 which I had to do, this came 2 days before we set off to the tunnel

The proper V5 doc came the day after

I may try that but, knowing my luck, they would provide a V5 with the original, not the amended, MGW.

 

[swemmy666]

Unfortunately it appears that a lot of the work is carried out WFH hence the hand addressed plain envelope, so calling in to the office wouldn’t help.

Since I phoned them today I have had an e-Mail response from the person I spoke to saying that they have contacted the department dealing with it and asked them “to expedite its issue ASAP” so I hope that will bring some result.

FYI this was the post:

Passport don’t believe this

Hi I applied for a new passport late on the 2nd of January 25 posted old one on 3rd January they got on Monday the 6th TODAY NEW PASSPORT ARRIVED pity DVLA service wasn’t like the passport office great service thumbs up to them

www.motorhomefun.co.uk

and

Passport don’t believe this

Hi I applied for a new passport late on the 2nd of January 25 posted old one on 3rd January they got on Monday the 6th TODAY NEW PASSPORT ARRIVED pity DVLA service wasn’t like the passport office great service thumbs up to them DVLA returned my V5C within 7 days of purchase

www.motorhomefun.co.uk

 

[maison]

FYI this was the post:

Passport don’t believe this

Hi I applied for a new passport late on the 2nd of January 25 posted old one on 3rd January they got on Monday the 6th TODAY NEW PASSPORT ARRIVED pity DVLA service wasn’t like the passport office great service thumbs up to them

www.motorhomefun.co.uk

and

Passport don’t believe this

Hi I applied for a new passport late on the 2nd of January 25 posted old one on 3rd January they got on Monday the 6th TODAY NEW PASSPORT ARRIVED pity DVLA service wasn’t like the passport office great service thumbs up to them DVLA returned my V5C within 7 days of purchase

www.motorhomefun.co.uk

I have found the passport office to be efficient too. Am almost losing the will to live dealing with the DVLA

Receive application
Check details.
Approve
Print and send out amended V5

What’s difficult about that?

And their “ the information doesn’t match” when their Case reference number is quoted each time!

 

[maison]

Well, today I rang the DVLA pointing out that it was now about 6 weeks since they received my application and we need the V5 as we are setting out on our Spain/France trip on Sunday.

The young lady I spoke to could still only tell me that it was “in process” but, on this occasion she was helpful. Telling me that it was obviously overdue she promised to speak directly to the Department supervisor explaining the urgency. If we don’t receive our Document by Friday I must ring again and they will issue me with an “Emergency V5” via e-mail for me to print off.

There is, apparently, no facility to collect the V5 in person from Swansea.

On another thread regarding the DVLA/V5 I note that someone has received their uprated V5 in 8 days.

 

[PORKSTER]

We decided to uprate the MGW of our motorhome from 3200kgs to 3500kgs. This was purely a paper exercise as the chassis was already designed for that weight. I have no idea why it was registered by Swift at 3200kgs.

I sent off the relevant documents

Covering letter
Relevant page of original V5 Document
Certificate from SVtech confirming the uprate was satisfactory.

all sent by recorded delivery.

The Documents were received by the DVLA on 19th February.

After three weeks we received a plain, unmarked envelope, with a hand written address which contained the Certificate from SVtech with no compliments slip or any additional explanation.

I went onto the DVLA Website and filled in their enquiry form receiving a reply the following day asking me to repeat the Reg No of the vehicle as “the Documents supplied did not match their records”. The “documents supplied” were their own issued V5 as shown above.

After a further few days I checked again and they confirmed that they had everything they needed and, as the usual timescale for application was four weeks contact them again if we did not receive it.

We didn’t so I made a further enquiry two days after the four weeks was up and was informed that my application “had gone for keying” on the 11th March.

Today I contacted them again, by their Website enquiries, only to be told that “the details given do not match our records”. I resupplied all the details, my name and address, the vehicle reg number and their “Case reference number”. The only response I can get is that the application is ongoing.

We need the V5 for our trip to Spain in just over a week but can’t seem to get any further even having made a phone call today to follow up.

Sorry for the rant but at least I feel a little better now.

I'm certain government run things are just out to. Wear us down wind us up and piss us off at best. So we can ring Doctors for an appointment. So the receptionist then gets the ball going at pissing us off even more.

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[carolyn]

I'm certain government run things are just out to. Wear us down wind us up and piss us off at best. So we can ring Doctors for an appointment. So the receptionist then gets the ball going at pissing us off even more.

Not always. I know we are lucky but Nick had a txt message today to phone our surgery as his GP had a message for him. He guessed it was to get his annual bloods done as it’s his Bday next month. Sure enough he phoned and yes immediately he was told he needed to make an appt for bloods and could he bring a urine sample and a weeks worth of twice daily BP measurements.

Appt made for 2 weeks time to fit in round golf and a little trip as it’s not urgent.

Very sorry about the OPs nightmare with the DVLA. It’s certainly putting us off up plating.

 

[Debs]

The DVLA are the worst organisation I've ever had to deal with & that's going back at least 10 years.

I really hope you get sorted with your V5 in time.

 

[Lenny HB]

Raise an online complaint that will kick them into action.

 

[Jev88]

Their own staff said don't use recorded or registered post as it delays things massively.

All goes to ONE office and then sits there until forwarded to relevant dept.

That was from the weights department.

 

[Lizbiebrowne]

Well, today I rang the DVLA pointing out that it was now about 6 weeks since they received my application and we need the V5 as we are setting out on our Spain/France trip on Sunday.

The young lady I spoke to could still only tell me that it was “in process” but, on this occasion she was helpful. Telling me that it was obviously overdue she promised to speak directly to the Department supervisor explaining the urgency. If we don’t receive our Document by Friday I must ring again and they will issue me with an “Emergency V5” via e-mail for me to print off.

There is, apparently, no facility to collect the V5 in person from Swansea.

On another thread regarding the DVLA/V5 I note that someone has received their uprated V5 in 8 days.

I’m in a similar position with my upplating. Which telephone number did you use to contact them?

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[DuxDeluxe]

The DVLA are the worst organisation I've ever had to deal with & that's going back at least 10 years.

I really hope you get sorted with your V5 in time.

Second that Debs……. They are unbelievably bad both times I dealt with them

 

[steve 6644]

A heart attack, then a suspected stroke, 23 months of frustration, a two inch thick file,....

Gave up and down rated to 3.5.

One of the few times the Welsh defeated an Englishman!

 

[maison]

I’m in a similar position with my upplating. Which telephone number did you use to contact them?

0300 790 6802
You have to navigate a couple of menus and, at one point, it will ask you to say why you are ringing. It will then seem not to respond. Hang on, you get through eventually.

If there is a long wait expected you will be given the option of a call back. They actually do call back!

Good luck.

 

[Grey Fox]

Sorry about the OP's difficulties, very stressful when working to deadlines. It took me about 5 weeks to get my V5 back the first time I applied, I then had to send it back as they had only changed the revenue weight, then another 5 weeks ish to get another fully correct V5. I could see that the changes had been made before receiving the V5 back by logging into my DVLA Driver and Vehicle account. The V5 arrived a few days later.

 

[Debs]

0300 790 6802
You have to navigate a couple of menus and, at one point, it will ask you to say why you are ringing. It will then seem not to respond. Hang on, you get through eventually.

If there is a long wait expected you will be given the option of a call back. They actually do call back!

Good luck.

Thats an improvement - it used to cut the call once it got to the end of the menu!

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[maison]

Well, I still haven’t received the V5. DVLA received the Documents on 19th February and we head to Spain/France on Sunday.

Today I spoke to the DVLA. After a 22 minute wait I got through to a real person. Apparently my amended V5 was sent out yesterday and I “should receive it within three to five working days”.

According to their own guidelines I should have received my amended V5 by about the 12th March so I don’t have much faith in their time scales, and our postal service, (rural area), is a bit hit and miss. Panic is setting in.

However, the DVLA person has promised that they will e-Mail me a “Temporary Certificate of Exportation” which will cover me legally, abroad, in the absence of the V5.

Seems like a result, except that I should receive it by e-Mail by Saturday. Talk about cutting things fine!

 

[carolyn]

Well, I still haven’t received the V5. DVLA received the Documents on 19th February and we head to Spain/France on Sunday.

Today I spoke to the DVLA. After a 22 minute wait I got through to a real person. Apparently my amended V5 was sent out yesterday and I “should receive it within three to five working days”.

According to their own guidelines I should have received my amended V5 by about the 12th March so I don’t have much faith in their time scales, and our postal service, (rural area), is a bit hit and miss. Panic is setting in.

However, the DVLA person has promised that they will e-Mail me a “Temporary Certificate of Exportation” which will cover me legally, abroad, in the absence of the V5.

Seems like a result, except that I should receive it by e-Mail by Saturday. Talk about cutting things fine!

Gosh how stressful for you. You’ve done all the right things. It’s certainly takes away from the excitement. Fingers crossed it arrives tomorrow so that you don’t have to chase them for an email.

 

[activecampers]

Well, I still haven’t received the V5. DVLA received the Documents on 19th February and we head to Spain/France on Sunday.

Today I spoke to the DVLA. After a 22 minute wait I got through to a real person. Apparently my amended V5 was sent out yesterday and I “should receive it within three to five working days”.

According to their own guidelines I should have received my amended V5 by about the 12th March so I don’t have much faith in their time scales, and our postal service, (rural area), is a bit hit and miss. Panic is setting in.

However, the DVLA person has promised that they will e-Mail me a “Temporary Certificate of Exportation” which will cover me legally, abroad, in the absence of the V5.

Seems like a result, except that I should receive it by e-Mail by Saturday. Talk about cutting things fine!

You can check online to see the last date V5 was issued, just in case they are lying....

 

[activecampers]

Raise an online complaint that will kick them into action.

lol
They self police their own complaints.
My 4 applications rejected; complaint rejected; complaint to CEO rejected (all rejections from same team regadless)
Letter from my MP asking them to explain themselves and within a few days, application approved and written apology for not getting it right first time! (no mention of times 2-4 or the 2 complaints)

So don't think complaints will get action....

 

[angusboy]

Second that Debs……. They are unbelievably bad both times I dealt with them

Hi I'm having same problem with them did u get your licence back 3,5 regards steve

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[DuxDeluxe]

Hi I'm having same problem with them did u get your licence back 3,5 regards steve

Eventually, after raising a complaint twice and getting both doctor and optician to write to them they relented but would not admit the error. raising the complaint a second time seemed to work. Yes, retained the grandfather rights

 

[Emmit]

I've just jumped through the hoop that is applying for my third C1 ( Yes I know I don't look old enough.Quiet at the back)

Whilst I rely on providing them with all THEY require, I also enclosed information that I provide.
ie. Last year I did the last 124kms of the Portuguese Camino in 6 days. I copied my cerfiticate sic) and sent that in with a covering letter suggesting that if I could do that distance, I must be fit to drive a van, cough splutter.
A week later, just like maison I got my scanned copy back, (they must have thought it was an original.) I did get a compliments note.
A week later, I got my C1.

In other words, BS baffles brains.

 

[Boldly]

You can check online to see the last date V5 was issued, just in case they are lying....

If you check and it has actually been issued but you don't receive it in time, could you get someone to forward it to you? I don't know anything about this but find it difficult to believe that you would require a certificate of export.

 

[Dave and Jen]

Not always. I know we are lucky but Nick had a txt message today to phone our surgery as his GP had a message for him. He guessed it was to get his annual bloods done as it’s his Bday next month. Sure enough he phoned and yes immediately he was told he needed to make an appt for bloods and could he bring a urine sample and a weeks worth of twice daily BP measurements.

Appt made for 2 weeks time to fit in round golf and a little trip as it’s not urgent.

Very sorry about the OPs nightmare with the DVLA. It’s certainly putting us off up plating.

Why couldn't the surgery ring your husband in the first place to say he needed the tests?
Cheers, Dave

 

[maison]

Update.

This afternoon I received a form I had to complete and return in order to receive the “Certificate for Exportation” in lieu of the V5.

I am reasonably computer literate but what an additional nightmare. I use Apple iPad and iPhone. The form was prepared on a Windows computer running WINDOWS 7!!!!

I was unable to complete it on screen as it was impossible to type info into the form. Their suggested alternative was to print it and FAX it!

Fortunately my daughter and S-I-L are competent computer users and managed to convert the form format so we could enter the required details which they have now had on five separate occasions.

I still have my fingers crossed but could do without the stress.

And a Government Department using WINDOWS 7 doesn’t bear thinking about.

Anyway, a second glass of wine is called for just now.

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