DVLA's 14-week driving license fiasco – the tech, people and chatbot trying to clear it

The Driver and Vehicle Licensing Agency (DVLA) has introduced new tech to support driving license applications that require medical checks, after processing times exceeded 14 weeks in February. Transport minister Simon Lightwood told the House of Commons it took an average of 71.4 working days to decide on such licenses in …

[Fruit and Nutcase]

Something is not right

"...using Microsoft Dynamics 365 and employs decision trees to recommend decisions"

A solution without AI?? Didn't they get the memo from the government?

[Andy Non]

DVLA are a nightmare to deal with

Last year we moved house. Tried to update DVLA online with my new address, utter nightmare trying to get a one-login ID. After a vast amount of time online on my desktop computer then with my mobile using their app etc for self-photos, I simply got a message, unable to verify your identity with a third party. And that was the end of that. Eventually I had to do everything the old way, physical paperwork mailed to them. Similar problems dealing with HMRC / DWP, just can't get past the one-login wall to access any online services, so have to find phone numbers to speak directly to people. Government websites are virtually unusable nowadays, for me anyway.

[IGotOut]

Re: DVLA are a nightmare to deal with

Been there, wrote the book. It's a fucking joke. It's no even "One Login" because to get anything done, you need that + whatever you tried to get into in the first place.

[Fonant]

Re: DVLA are a nightmare to deal with

Thanks to Companies House, I now have two separate "One Login"s.

[Anonymous Coward]

DVLA issues driving licences. It's not American and can spell words correctly.

FFS get it right.

[wolfetone]

Most people couldn't give a shit how the word is spelt, all they want is their legal document.- which the DVLA can't seem to be able to do.

[GlenP]

There's a restaurant in Llandudno that is Licensed at one end of the building and Licenced at the other according the the sign on their canopy.

[Anonymous IV]

> There's a restaurant in Llandudno that is Licensed at one end of the building and Licenced at the other according the the sign on their canopy.

Presumably they cater for both American and British tourists, not wishing to offend either?

[KarMann]

And whatever happened to 'Trwyddedig'?

--> needs more dragon

[LybsterRoy]

Wales - not wishing to offend British tourists - hmmmm

[KittenHuffer]

That's cos in Wales they only pay attention to the vowels.

You'll find that most Welsh people do not have a problem with their vowels.

But foreigners (including English) do tend to have problems with their vowels whilst in Wales.

[MachDiamond]

"But foreigners (including English) do tend to have problems with their vowels whilst in Wales."

Probably shouldn't have drank the water.

[Anonymous Coward]

“Problems with their vowels”

I think I’ve been to that restaurant. I had a problem with my bowels…

[OhForF']

Useless metric

>the agency's always-on chat-bot answered 498,780 contacts in the 2025/26 financial year "without any human intervention."<

How many of those contacts ended with the human party giving up working with the chat-bot and contacted DVLA using more traditional means?

Without any indication how often the contact provided a correct answer or solution to a problem those 498.780 contacts doesn't tell us much.

[UCAP]

As someone who is going to have to renew their medical license next year, this article is pretty concerning to me. I just hope they get their backsides in gear by the end of this year (hope, but don't expect).

[Anonymous IV]

> As someone who is going to have to renew their medical license next year, this article is pretty concerning to me. I just hope they get their backsides in gear by the end of this year (hope, but don't expect).

I've just sent mine off! I wouldn't worry excessively, because...

"You can continue to drive if the DVLA takes too long to renew your licence, provided you meet specific "Section 88" criteria. You must have submitted a correct and complete application, held a valid licence previously, and not been told by a doctor or the DVLA that you are unfit to drive."

[Richard 12]

Who decides what's "correct and complete"?

When the DVLA lose the paperwork, how do you prove it?

And if the DVLA claim they asked for more information but didn't actually bother sending the letter - or Royal Mail left it on a shelf for six weeks.

Cleaning up the mess when the DVLA screw up is difficult, because everyone relies on their database. Buttle/Tuttle is just the start.

Several friends have had similar incidents with visas. HMVI lose half the paperwork and the visa gets denied "due to lack of evidence". Despite what the actual law says, there's effectively no recourse whatsoever.

[Wullmack]

100% Total crap DVLA

DVLA put 10,000 of their drivers through the DVLA Medical, I was put through this medical 2.5 years ago and passed.

I don't drink or smoke and I take regular exercise AGAIN last month I was told by DVLA I had to go through another DVLA medical, the surgeon asked me after the test WHY were you put through this medical, I told him "I don't know".

The surgeon said that ONCE you are in their sights EVERY medical you get "will be a full DVLA medical" as I am now in their"Sights"

I had an operation in 2016 to replace a vein in my right leg, BUT I have a strong heart, he thanked me for coming, sent everything to DVLA the same day 29/04/26 DVLA on 2 occasions told me that they have received NO information from the surgeon SO once I'd finish talking to DVLA I phoned Aberdeen Royal Infirmary and spoke with the surgeons receptionist, she said she would look into this and phone me back, which she did at 15.30, and she stated straight from the surgeons mouth, your results and paperwork were sent back to DVLA on the 29/04/26.

Do I phoned DVLA AGAIN and told them, they still said they received nothing which is total garbage.

Also watch out they don't tell you "you are now on Section 88" but don't worry you can still drive whilst we have your license, that is pure BOLLOCKS I am on Section 88 at present and between jobs I left my last employer and can walk STRAIGHT into my next job.

NO I CAN'T NOBODY WILL HIRE YOU IF YOU ARE DRIVING ON SECTION 88, not Driver Hire, not any Coach companies or any haulage companies.

I am literally STUCK, I've had to release some pension funds to make ends meet, so DO NOT EXPECT TO GET YOUR LICENSE RENEWED quickly.

They are a total waste of time, who in their right mind would send 40,000 drivers for DVLA medicals so they fail. that's 40,000 jobs and what myself and a shit load of others are going through thanks to DVLA 's STUPIDITY is waiting to get my license back so I can drive again.

PLEASE BEWARE I HAVE BEEN TOTALLY BENT OVER THE TABLE AND SCREWED BY DVLA. guarantee THEY won't stick their hand in their pocket to help the folks they've screwed.

[from the dolomites]

in other places..

Hello,

in Italy you have to renew the licence every 10 years (every 5 over 60 and every 2 over 80)

you go to your SSN (=NHS) doctor. You pay, he checks your health status and inserts it in the transport ministry system, He prints out a temporary licence you can use until you get the true licence, which comes per mail in 3 to 5 days. If you have the IO app you get the digital licence version in a few minutes

[Fonant]

AI answers

The article notes that AI gave out a very large number of answers to customer questions. But it doesn't say whether those answers were correct... hmmm...

[Wullmack]

DVLA

DVLA is a TOTAL waste of time they say they are under pressure,? Or the old system is to blame.

That is "total crap" I sent my license to DVLA in Feb 2026 it is now 08/05/26 and I still have "no licence" I was on Section 88 by DVLA which means I can drive HGV/PSV what they don't tell you IS NOBODY WILL ACCEPT YOU TO DRIVE IF YOU ARE ON Section 88.

They have got rid of over 40,000 drivers medically up and to the end of April 2026 and they wonder WHY they have problems???

So I am STUCK out of work until I get my license back, can I claim this months money+ loss of wages ha ha ha you must be joking.

I have a new job I could start yesterday BUT they don't accept Section 88 drivers "they must see your current license" DVLA are stuck in a quadry that they themselves have caused, I got my DVLA medical for 06/05/26 when I phoned the hospital I asked that IF they get a cancellation can they phone me, I was phoned on 26/04/26 saying they had a cancellation on the 29/04/26.

I passed my medical, the doctor sent ALL details to DVLA the same day, I phone DVLA every few days, I "DO NOT TAKE OPTION 1" that's when you put the phone down and they will phone you back when it's your turn, Don't BELIEVE THIS GARBAGE, TWICE I TRIED THIS, AND TWICE. THEY NEVER PHONED BACK So now I wait for an operator, 3 times between 29/04/26 - 07/05/26 they say "We have received NO information from the surgeon yet, so immediately after phoning DVLA I phoned the hospital at approximately 08.30 and spoke with the surgeons receptionist, they phoned back at 15.30 and I was told EVERYTHING was sent on the 29/04/26.

So AGAIN DVLA are lying, they must think they have done BRILLIANTLY getting rid of 40,000 drivers, but now it's the rest of us that are suffering, the system doesn't work, I'm a Scotsman, WHY the hell do I have to contact SWANSEA reference my license, WHY do they NOT have a DVLA in Glasgow or Edinburgh, and England should have one in London or Liverpool BUT OH NO, it must be Swansea to DVLA, SO YOU CAN BE KEPT IN LIMBO WITH NO LICENSE, NO JOB, TWIDDLING YOUR BLOODY THUMBS. wondering how in the hell you will I survive the next month, my savings are just about finished "THEN WHAT" I'm totally screwed and broke THANKS VERY VERY MUCH DVLA.........NOT.