To ask the Secretary of State for Transport, if she will publish any guidance provided to the DVLA on methods of communicating with license holders.
Answered on
18 March 2025
The Driver and Vehicle Licensing Agency (DVLA) uses several methods of communicating with licence holders to ensure they are kept informed.
The DVLA sends out important documents, reminders, notifications by traditional mail and encrypted email where a licence holder consents to correspond in this way. The DVLA also provides a suite of online driver services, where customers can renew their driving licence or notify a medical condition.
Licence holders can access their information and manage their driving licence, vehicle registration and other services if they have a customer account. Digital tax reminders are already available within the customer account and this is being extended to include digital driving licence reminders. Customers can track the progress of their driving licence application and communicate with the DVLA using this service.
The DVLA also provides customer service via telephone, which allows licence holders to ask questions or resolve issues directly. In addition to these services, the DVLA uses social media platforms to share information and updates with the public about its services.
The DVLA has a dedicated team responsible for the improvement of its driver licensing services and communications.