DVLA Rip Off Warning - Avoid £25 fee to replace a logbook you don't receive!

Ynotmi

Ignore DVLA guidance that new Log book (V5) applications are taking longer than 6 weeks. Make sure that you contact the DVLA within 6 weeks of your application. If you don't they will charge you £25 to issue a replacement.

My first log book (V5) application went missing. I phoned the DVLA on 12th November 2021 and was told to re-apply. I was told that due to Coronavirus, the processing time is 6-10 weeks. I immediately sent in a new V5 application.

So 10 weeks to the day later (21/01/22) I phoned the DVLA and asked them where my new log book is, because I haven't received it. 

They told me that a new log book was issued on 14th November so must have gone missing.

They also told me that "as it has been longer than 6 weeks" I am not entitled to a free replacement. So I have now had to pay £25 to replace a log book I never received. 

Their telephone line voice messages still advise you not to phone if your application was less than 6 weeks ago.

Yes I am putting in a complaint.

y3sitsm3

If you paid by card, do a chargeback.

If you didn't, take them to court.

There is no way on earth the
at a judge is going to deem it reasonable that because you didn't report it as not received in a certain timeframe, you have to pay for a replacement.

nyermen

> 1. My first log book (V5) application went missing. I phoned the DVLA on 12th November 2021
> 2. I immediately sent in a new V5 application. (12?  13th?)
> 3. They told me that a new log book was issued on 14th November

Unless both Royal Mail and the DVLA both produced a wonder service for the first time ever, they're telling porkies.  Unless the first application magically reappeared?

BethRobinson

y3sitsm3 said:

If you paid by card, do a chargeback.

If you didn't, take them to court.

There is no way on earth the
at a judge is going to deem it reasonable that because you didn't report it as not received in a certain timeframe, you have to pay for a replacement.

In what world would this ever go to court?

y3sitsm3

BethRobinson said:

y3sitsm3 said:

If you paid by card, do a chargeback.

If you didn't, take them to court.

There is no way on earth the
at a judge is going to deem it reasonable that because you didn't report it as not received in a certain timeframe, you have to pay for a replacement.

In what world would this ever go to court?

If the DVLA refused to refund the OP?

What other avenue do you think they have?

pogofish

Did you somehow the stickies on just this issue in appropriate forums?

jon81uk

Although they stated 6-10 weeks, I would have chased atsix or seven weeks to be sure it wasn't lost or still in process.
Wating the full 10 weeks to the day feels excessive.

Currently appears they are processing paper forms in a month or so
DVLA Coronavirus (COVID-19) update - GOV.UK (www.gov.uk)

Also clearly states:
If you do not receive your vehicle documents within 6 weeks, you will need to contact us.

So you should have contacted at 6 weeks.

Also states six weeks here Get a vehicle log book (V5C) - GOV.UK (www.gov.uk)