DVLA lost passport / Royal Mail lost passport

Leper_Messiah

Hi folks, I apologise in advance if this is a bit long winded, but I wanted to be as detailed as possible.

I'm wondering if I can get some advice as to where my girlfriend stands with an issue that is causing her a lot of worry at the minute and I obviously want to offer as much help as possible.

She is a Swiss national and exchanged her Swiss licence for a UK one in July. This involved sending her passport into the DVLA as proof of identity (she did not know and therefore did not send it with a pre-stamped & addressed, recorded delivery envelope for return). She got her licence back over 2 weeks ago but her passport hasn't as yet turned up. She's contacted the DVLA who at first told her that her passport had been returned same day, separately, by unrecorded first class post.

Now, I'm sure DVLA have their reasons, but to me, sending a document as important as a passport by unrecorded post just seems irresponsible. She sent it to them special delivery.

What's worrying her most now is that we have a holiday booked for 9th September and if it doesn't turn up she has to get a replacement. The fact that she's Swiss makes this even more of a ball ache as she'll have to take time off work to travel down to the Swiss Embassy in London to obtain an emergency passport, cancel the old one (which she only got in February!) and reorder a new full passport. This whole process will cost a bomb, as well as being slightly inconvenient.

What we've also noticed is that the address the DVLA have put on her licence (and have sent her passport back to) is completely wrong, with exception of the postcode. The licence was put through our door by a neighbour. The house number and road names are wrong, but a postman with decent local knowledge could at least get post to the correct building, but not door number as we've only been here a couple of months.

I've checked the address the DVLA have used on a couple of address checking sites and it's a complete mess, they told her they had to use the variation they've used as it's what their system produced from the address she put on the D1, but frankly, that's a load of crap, our address is by no means new and there isn't even a road in our area with the name they've used.

If in the likely event that it doesn't turn up this week and she has to travel to London etc, what are our chances claiming for compensation from the DVLA.

As far as I'm concerned, she can prove that she sent it to them and that they received it, but they can't prove that they've sent it back. More so, the address they 'allegedly' used, doesn't technically exist.

Thanks in advance folks.

LM

Keith

It's clearly written in the notes that if you want it back by Special or Recorded that you must pay for it.

Leper_Messiah

I've already stated that she didn't see the notes and that we know the option was there but weren't aware of it at the time.

Doesn't make up for the fact they've not used the right address though and my point that they can't therefore can't prove they haven't lost it internally does it?

Keith

If she had read the guide then she wouldn't have a problem. If she had read up on how to apply then she'd understand that you have to pay for the documents to be returned securely, if she had done that she'd have her passport.

Like your friend, we had to apply for a change a few months back we read the guide, followed the instructions and had no issue with the DVLA, if you don't do this then you find yourself in the position your friend is in.

The DVLA have lost a number of Court cases recently due to the postal rule, the same applies here.

chuckley

is say complain to them by letter. how can they not send a passport back by SD at the least?? and then the address mess up on the license. absolute TWONK.

dont let them get away with it.

keith, it doesnt matter, its their responsibility to get the property back to the customer.

olly300

chuckley wrote: »

keith, it doesnt matter, its their responsibility to get the property back to the customer.

DVLA are a law unto themselves.

Best bet is to probably go public i.e. contact a newspaper help column.

Leper_Messiah

I thought as much, I'll make sure she does make an official claim / complaint - I guess she'll just have to stick to her guns.

I reckon she's got a good enough case as like you say, surely it's their responsibility to get the passport back to the customer.

Leper_Messiah

I read the leaflet by the way, it only mentions Special Delivery. It does not say that otherwise your documents will be returned unrecorded regular post.

I would expect recorded at the very least for identity documents, I realise this technically doesn't mean that there's any less chance of it going missing, but it does provide more options regarding tracings / reclaiming for lost post and most importantly for the DVLA, being able to prove that they haven't just lost the documents internally / never actually posted them.

barnabee

What we've also noticed is that the address the DVLA have put on her licence (and have sent her passport back to) is completely wrong, with exception of the postcode. The licence was put through our door by a neighbour. The house number and road names are wrong, but a postman with decent local knowledge could at least get post to the correct building, but not door number as we've only been here a couple of months

You are joking of course? Firstly mail has to be delivered to the address stated on it and secondly posties are far too busy being downtrodden and demoralised by Royal Mail to have the time to go playing detectives.

Bowling_4_Gold

barnabee wrote: »

You are joking of course? Firstly mail has to be delivered to the address stated on it and secondly posties are far too busy being downtrodden and demoralised by Royal Mail to have the time to go playing detectives.

It does happen... I had a package from Hong Kong come with just my name, my county and my postcode on. Don't have a clue how it got here.