full hgv morph into provisional

[WOOD73]

I have just renewed my licence with a change of address and upgrade to photocard from paper after losing mine in the move (a few years ago)
when the new licence came back my catagory c and ce are now provisional instead of full, I passed my class 1 about 12-13 years ago, cant remember exact dates. when I phoned them (after about 5 different menu's) I was told there was no record of my passing a test, and I have to write in and send back my licence and they will look into it.
problem is I can not drive wagon's now until it is sorted, and this has always been my fallback employment and as I am currently out of work could really do with the money. Am I going to have to retake my test? as this has become quite complicated to do now and would cost around £1500 to get back my class 1

[Rob S]

If your licence has just been returned and you have noticed the error then DVLA should correct it. It is when a few weeks have elapsed that they have got shirty with people over it.

[WOOD73]

they said to me on the phone, they cant find any record of my test pass, and I need to write to the input dept with details of my test and any proof I have

[Rob S]

I would call them again and ask to speak to a supervisor about this.

[WOOD73]

what should be my main line of attack with these people? as she told me this morning they dont have a record of my test, so from their point of view I do see what she is saying, but on the other hand every day this is not sorted I am losing money.
The problem is I'm not too good on the phone, and tend to be put off very easily when they say there is no more they can do.

[Rob S]

You sent your licence off for a simple address change and it went in with your full HGV categories. It came back with those categories shown as provisional entitlement, not the full entitlement that you have. They have made the mistake and it is up to DVLA to recitify it. Tell them to check their datebase properly to allow them to rectify THEIR mistake.

They say they have no record of your test pass, so ask them why they don't have it and why they have managed to make such a cock up out of a simple transaction. If the person you speak to says they can do no more then ask to speak to their supervisor about the issue. Reinforce to them that everyday that you are without the correct licence because of THEIR error you are unable to work.

You have to be firm with them and don't rely on the minions who answer the phone to give you correct info. Always ask to speak to the supervisor if they are not prepared to help you.

[WOOD73]

phoned again, explained to next one up the chain ( a right miserable sounding person) what had happened and that I was losing £100 per day and intended to claim, only to be told I needed to write in and then a big investigation with the dsa needed to be done before I could have my entitlement back. she suggested I could enquire with them myself.
dont know what else I can do now, going to have turn down the work Ive been offered.

[Rob S]

They should be able to find the information from their own records easily. They maintain what is known as a document trail which lists every event from when you applied for your first provisional licence, including address changes, test passes, disqualifications, changes to your licence for medical reasons, the whole shebang. Police can access this information via the PNC, so it should be easy for the morons at DVLA to get the relevant information. I would write in as they stated and also institute the complaints procedure at the same time. They cock this simple procedure up time after time and it is not acceptable.

This is who to write to to make a formal complaint at DVLA:-

Ian Broom
Customer Services Manager
DVLA
Swansea
SA7 0EE

You will need to give your full name, date of birth and I would supply them with your current and last addresses.

Or you can e-mail them at csm.dvla@gtnet.gov.uk

[Helford]

Hi all,

This is pretty normal for the Muppets at DVLA. When BBC Watchdog did a feature on the phantom removal of HGV and Motorcycle entitlements a year or so back, they stated that their historic records are deleted 3 months after issuing a replacement licence. (So what happened to everyone having to keep 'old' records for 6 years?)

Whilst it is not for you to have to prove that you had the 'full' entitlement, is it possible that one of your previous employers/Transport Managers or an Employment Agency took a copy of your old licence or indeed, do you have a copy yourself?

H

[WOOD73]

right, e-mailed through my complaint and problem, received an e-mail to say carole evans, the new DVLA customer service manager is dealing with it, and will reply within 10 working days.
she couldnt even mail me herself, the e mail says 'she asked me tell you the case has been passed to the relevant section'.
so will sit here and await a reply now.

[Conniff]

Can you not remember whose truck you used for the test? if so give them a ring and see if they have a copy of anything.

How did you get the original license if they didn't send it to you - more labour scams via DVLA.

My very first contact with them would have given them 24 hours to find it or I issue a court summons claiming all the pay I am loosing because I can't do my job.

[WOOD73]

I took my test in a vehicle belonging to the company I worked for, they have since ceased trading about 9-10 years ago.

[Conniff]

That's a shame. I would still be 'demanding' that DVLA act on this with all haste. They have to have a record somewhere else you wouldn't have had a license all these years. Someone in DVLA must have accepted your pass certificate and issued the original license.

[sickovit]

Your own insurance company should have a copy of your license, they will have asked for it when you insured your own vehicle.

[WOOD73]

never heard of that before, but worth a try.

[Rob S]

Originally Posted by sickovit

Your own insurance company should have a copy of your license, they will have asked for it when you insured your own vehicle.

I've only been asked once in 30 years by an insurance company to rpovide them with a copy of my licence.

[WOOD73]

Dear Mr Wood,

Thank you for your e-mail of 12 August received in the office of Carole Evans our Customer Services Manager concerning full category C + E. I have been asked to reply.

I can confirm that your enquiry has been passed to our specialist section here for further investigation and a member of staff from that department will contact you shortly.

Yours sincerely

Michelle Jones
Drivers Customer Support"




This was the email I received on the 14th from them, I have today emailed them again stressing the urgency and explained my dwindling financial position, and the amount of money I am losing.
I will post back when (if) i receive a reply to this.
surely it cant take this long for one dept to speak to another can it?

[WOOD73]

I have today mailed ian broom again, advising that the ten working days have passed and asking he provide me with details of what has been done so far in dealing with this, I dont expect them to tell me.
I have also indicated that I have lost out to the tune of £1000 and will put in a claim if this is not sorted out forthwith.
hopefully I will receive a reply today, but I wont be holding my breath!

[WOOD73]

reply from csm received -

'
Thank you for your e-mail.


It has been sent to the relevant section.



Regards

Paul Williams

Customer Services Manager Support Team'

does this give them another 10 days?