Author Topic: DVLA agent gave wrong advice but still my fault?  (Read 209 times)

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DVLA agent gave wrong advice but still my fault?
« on: February 02, 2024, 04:06:11 pm »
Hello all, hope everyone is having a good day?

I live in the South East of England and I switched my banks a few months ago and I wanted to ensure my direct debits were all sorted, this included my car tax which I currently pay monthly. I contacted the DVLA via web chat and spoke to an advisor who directed me on how I should do this, by re-submitting a direct debit via the website, as I had just paid road tax he advised me to leave the old direct debit in place for a month just in case the switch did not occur, which I did. I checked my new bank and yes the direct debit was setup there as well. The old direct debit was cancelled following the web chat advisor's advice after the following month's payment was taken.

I followed everything the web advisor said to do and in early November came out to see my car clamped, which I was fuming about since I knew I'd sorted this as I had to take time out of work specifically to get this off mind and completed. I was late picking up my kids from school, one of which was very upset because I was so late and is special needs. I got the wheel clamp off by paying the fine ready to dispute it.

I've been going back and forth with the DVLA complaints division, the first time I got written admission that the web advisor had given me incorrect instructions which was followed by the typical aettmpts to shift the blame to the consumer of "it remains your responsibility" - then why have a system like Direct Debit which, by their own website's admission, is meant to let the consumer entirely forget about bills?

I checked with my new bank and the direct debit was setup, working, nothing was wrong at all.

I have had calls from a debt collector asking for money on behalf of their "client" DVLA and now a letter from DVLA asking for 120 due to the car not being taxed.

I have also attempted to raise a complaint through DVLA's Chief Executive, the online form is the only way to do this. It states you will receive a response within 10 working days. I put my initial request in on 20th December 2023 and didn't get a response until 23rd January 2024 with a tiny part of the response being dedicated to "sincere apologies" for this delay. Which I will absolutely not accept and quite honestly it's insulting.

I have also tried to call to speak to someone regarding this matter and every single time I get to the main menu and pick an option I get told the phone lines are too busy and to call back later.

So my question among all of this, given that at every turn the DVLA has some kind of shortfall, whether it is phone lines, response time, untrained staff giving incorrect advice or payment methods, how is this still my responsibility?

Should I just take this to court and if so, do I just seek to clear it or can I claim back any compensation on this?

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Re: DVLA agent gave wrong advice but still my fault?
« Reply #1 on: February 02, 2024, 04:13:12 pm »
You've missed a chunk of the story (hopefully!). If there's a non-payment of a month, the DVLA don't send out clampers. did you not receive any correspondance in the interim?