Help/Advice needed re: DVLA please

nina_2

Last month a reminder for renewing my tax disc arrived on the doormat. It had a R.M. redirection sticker on as I moved house last year and my post from my previous address is thus being sent on to me.
A penny dropped though that I sent the DVLA my V5 certificate last December to update my change of address and I haven't received it back yet.
I telephoned the DVLA and they said I would have to pay £19 for a replacement for the lost cert.. I didn't lose it though I explained that I posted it to them. The assistant said I would still have to pay for a replacement.
I reread the instructions that I followed to send the cert. off in the first place and there was an email address for the Customer Service Manager.

I emailed the manager the following:

Dear Mr. ****

Re: Vehicle reg. ****
Previous address: ****
New address: ****
All other details remain the same.

I am writing to you as I recently received my renewal notification for my road tax, upon receiving it I noted it was addressed to my previous address. (I only received it as I have a mail redirection via Royal Mail.) This then reminded me I haven't received back my V5C Registration Certificate. I sent this off to yourselves, as recommended, in December last year, due to my change of address.
Please can you advise me of what I should do now. I am concerned that I have not got it back and object to paying for a new Certificate, as I have followed all procedures correctly, according to the document entitled "United Kingdom UK Registration Certificate Guidance Notes" section 6a.

Yours sincerely,
******





He emailed the day of receiving it to say he was forwarding it on to the vehicles e-mail enquiry team.

Today I have received the following reply from them:


Thank you for your recent e-mail, informing us you do not have a V5 Registration Document/V5C Registration Certificate for your vehicle.
I am sorry but we cannot trace an application for a change of address. Would you please apply using form V62, available from a licence issuing Post Office®, and return it to DVLA, Swansea SA99 1DD. Please be aware that there is a charge of £19 for a V5C registration certificate, unless you are in possession of a V5 registration document/V5C registration certificate or the green V5/2 or V5C/2 "new keeper supplement" which should accompany your registration application..
If you need to tax your vehicle in the meantime, it is not possible to obtain a tax disc at a Post Office® without a V5 Registration Document/V5C Registration Certificate.



Regards

Y N****



What do I do now?

I have written the following to the Customer Service Manager's Management Team, the gentleman who sent me the first reply. I haven't sent it yet please can you let me know what you think?

Feeling disheartened and like a mug who will give in anyway......Nina


CSM Management Support

Dear Mr. **** ,

Please find forwarded to you the original email I sent you and the reply I have received from the Department it was forwarded onto by yourself.
It does not resolve my issue of objecting to pay for a replacement certificate after following all the procedures to conform legally and update your database with my new details.
The correspondence I have received from Y Nicholas does not provide any service or solution to me. I have made all the necessary steps to follow the request made to update my details with yourselves. Instead I am being penalised after following the instructions I was advised to as per the document entitled "United Kingdom UK Registration Certificate Guidance Notes" section 6a.
I am assuming you have insurance for when circumstances like this arise otherwise I would expect there to be a disclaimer in the document entitled "United Kingdom UK Registration Certificate Guidance Notes" section 6a, to explain that all certificates are sent at the sender's risk. If so I would have made the small investment and sent it by recorded postage. As you do not advise this and I sent the certificate to the letter of your instructions (according to said information you provided me with) I think you should resolve this.

Yours sincerely,
*****

hollydays

Hope the first letter was just an automated response.Think you are doing exactly the right things-your wording is very precise,its just right-but that doesnt mean they wont continue to dispute it,will be interesting to hear their reply.Usual frustration is if they ignore your points and repeat their points again-let us know-dont give up-think you are legally in the right,but see what others say.

nina_2

Thank you for your time, will do!

Darksun

Depending on how stubborn they are, and how soon your tax disk expires, you may have to pay the £19 under protest, and try and claim the money back later. It's probably not worth going around without valid tax for your car!

nina_2

Thank you for the reply Darksun

I forgot to say I did correctly renew my car tax disc. I don't know why the DVLA Representative stated that, as to renew your tax disc all you need are the funds
a valid car insurance certificate
the renewal notice

So I am taxed. Forgot that I will ammend my email to the Cust. Service Manager. I haven't sent it yet as I'm not feeling that confident. Usually I'm a pay up, roll over, happy go lucky kind of person. I know I'm on the wrong website!!!!!

But I don't see why I should pay if they have lost it or if the Royal Mail have then surely the DVLA have insurances to cover this. :mad:

Eels100

Don't pay it! Stand your ground!

nina_2

This is it I am going to press the big round 'send' button that I imagine my computer to have in dramatic, nerve wrecking experiences like this.................. <exciting theme music in the background please>

Here is my final edit:

CSM Management Support

Dear Mr. Matthew Partridge,

Please find forwarded to you the original email I sent to you and the reply I have received from the Department it was forwarded onto by yourself.
It does not resolve my issue of objecting to pay for a replacement certificate after following all the procedures to conform legally and update your database with my new details.
The correspondence I have received from Y N***** does not provide any service or solution to me. I have made all the necessary steps to follow the request made to update my details with yourselves. Instead I am being penalised after following the instructions, I was advised to, as per the document entitled "United Kingdom UK Registration Certificate Guidance Notes" section 6a.
I am assuming you have insurance for when circumstances like this arise otherwise I would expect there to be a disclaimer in the document entitled "United Kingdom UK Registration Certificate Guidance Notes" section 6a, to explain that all certificates are sent at the sender's risk. If so I would have made the small investment and sent it by recorded postage. As you do not advise this and I sent the certificate; to the letter of your instructions (according to said information you provided me with) therefore I am referring this to you to be resolved by yourselves.
I also note that Y. N***** has informed me that I cannot retax my vehicle without the V5 certificate. The V5 certificate is not required to do this. And the address on the renewal form does not have to be correct, I draw your attention to the wording on the back of the renewal form which states that the form should be of the named person renewing the tax disc and relevant to the vehicle.
If I had incorrectly followed Y. N*****' information I would be driving an untaxed vehicle whilst I await your response. Possibly inccurring fines and legal proceedings from doing so. Which I would then fault with Y. N****** of the DVLA vehicles email enquiry team. I feel this information is relevant to yourself to correct and uphold the high level of customer service I am sure you wish your company to represent.

Yours sincerely,
Nina *******

nina_2

Thank you for the encouragement Eels100

nina_2

OUR REF: CSM/COMP/****

Mr Broom, DVLA Customer Services Manager, has asked me to tell you that your case has been passed to the relevant section. They will reply to you within 10 working days.

Details of the Agency's complaints procedures can be found on our website https://www.dvla.gov.uk under the heading "Contact Us" and then under the sub heading "Customer Views - If you want to complain".

Please note: A copy of the INS 121 “If things go wrong” leaflet is attached.


Regards

Matthew Partridge
CSM Management Support


I hate stuff like this........standing my ground. Don't like this at all. Very nervous Nina.

jaws77

Good luck with this Don't let them intimidate you.

nina_2

Thank you Jaws77