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It's no way to treat a driver
Page 40
Page 41
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A driver who claims he has been treated shabbily by the DVLA has now lodged an official complaint and sought the backing of his MP.
Sally Nash reports.
WHAT DO YOU DO if your straightforward HGV licence renewal application takes almost six months to process and you face fines and a court case because you cannot produce documentation held by the Driver Vehicle Licensing Agency (DVLA)?
That was the nightmare scenario endured by one couple who approached CM to highlight delays by the DVLA which caused not only frustration but also, they claim, a stress-related health condition and the very real possibility of financial loss.
Driver Neville Rowlandson and his partner Monica Scott, who have branded the whole affair a "farce", have now lodged an official complaint against the DVLA and approached local MP John Gununer for help.
Their frustration and anger spring from the delays, attitude of staff and "general incompetence" displayed by the DVLA over a period of 23 weeks from early February to July 2004. Rowlandson's HGV licence was eventually revoked. However, the couple, while having serious reservations about the decision, are more concerned with the length of time the process took and lack of service.
The sorry tale begins when Rowlandson applied to renew his Group 2 licence in February 2004 after attending a medical with his GP in January. Four weeks then elapsed between submitting the application and formal acknowledgement, which only came when the DVLA was reminded.
Then another letter from the DVLA arrived, informing the couple that the medical advisor was considering fitness to drive over concerns about angina. even though Rowlandson had been driving full-time from October 2000 with no health problems. He was told a treadmill test would be necessary.
The couple fired off a letter again,highlighting the successful completion of several other forms of health check and questioning the need for further medical investigation. Yet again, say the couple, their correspondence was ignored.
Inadequate
After a month with no response Scott e-mailed the DVLA to enquire about the situation, pointing out what she described as "inadequate communication skills" which had been displayed by DVLA staff.
A standard e-mail reply was made and then the couple eventually received a phone call. The treadmill ECG test was attended and Rowlandson was informally told that revocation would be the only option. After the appointment no contact was made from the DVLA from April 21 2004 to July 16 2004. On the July date a huge envelope from the DVLA contained the revocation of the Group 2 entitlement.
The other problem the couple had to face was being unable to produce a car licence when Rowlandson was recorded speeding by a roadside camera in April 2004.The DVLA still held the licence with his delayed application. The inability to show the licence could have resulted in a court appearance in Somerset although this was averted at the eleventh hour. Rowlandson also developed a bad case of shingles which the couple believe was stress-induced.
In a letter to the DVLA Scott accused the agency of "serious ineptitude". And she went on: "The level of service received has been less than acceptable and mocks the Charter Mark — Customer Service Excellence emblem that DVLA uses to embellish documentation."
I'll letters to the couple following the official complaint, the DVLA said a "heavy workload prevented timely processing of your case and did lead to some delay, particularly before the refusal of your application was formally confirmed".
It added that Rowlandson was told the result of his exercise straight away in April so he could have taken steps to find alternative employment without waiting for formal notification about revocation.
Ombudsman Scott told CM the couple would like to take the complaint against the DVLA higher, having already written to Customer Services and the agency's chief executive. The couple have contacted their local MP John Gurruner three times as they need his involvement to contact the Ombudsman for Transport (according to the regulations set out in the DVLA complaints procedure), but they have been repeatedly ignored, with not even an acknowledgement of their correspondence!
There was a happier outcome to the speeding fine incident with only the conditional offer fine of £60 imposed with no costs or further fines. This was after the couple had written their own plea in mitigation,sent copies of all correspondences between the police and themselves and a complete copy of the formal complaint with the summons to the court in Somerset.
So how do they feel about the whole experience? -Angry and insulted to be treated in such a degrading manner by a government agency and its associates," says Scott.
-Because you are a 'lorry driver' you tend to be regarded as fat, dirty, sweaty and not very bright. The manner in which we were and continue to be treated is totally unacceptable, and needs to be highlighted so that many more drivers and their families do not go through our experiences."
Transport lawyer Gary Hodgson from Ford & Warren solicitors points out that individuals with complaints against the DVLA rarely involve legal representation because the cost would be prohibitive. So essentially,it seems, you are on your own... •