Question to the Department for Transport:

To ask the Secretary of State for Transport, what steps he is taking to help improve communication between the Driver and Vehicle Licensing Agency and its customers.

The Driver and Vehicle Licensing Agency (DVLA) has added new ways and updated existing methods to ensure clear communication for customers. A guidance is in place to advise customers of the latest processing times. To date, this page has had almost two million unique views. The information contained in this page is based on customer feedback and designed to help customers with their most common queries.

The DVLA regularly posts information on its social media channels signposting followers to different sources of information designed to help customers transact quickly and easily with DVLA. Since September 2020, the DVLA has run two communication campaigns targeted at encouraging customers to use the DVLA’s extensive suite of online services instead of a paper alternative as online services are not subject to delays. Content is regularly updated on GOV.UK and incorporates customer feedback.